Heroku Sr.Customer Success Manager
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Job Category
Customer Success
Job Details
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Senior Customer Success Manager (Heroku)
Role Overview
The Senior Customer Success Manager at Heroku is responsible for driving customer adoption, engagement, and growth across the Heroku platform. You would act as the main point of contact for a portfolio of enterprise and high-value startup customers, ensuring they derive maximum value from Heroku's Platform-as-a-Service (PaaS) offerings. The role involves strategic relationship management, technical advocacy, and close collaboration with product, sales, and solutions engineering teams.
Key Responsibilities
1. Customer Relationship Management
* Act as the trusted advisor and primary point of contact for a portfolio of strategic Heroku customers.
* Develop and nurture relationships with key stakeholders (e.g., CTO, DevOps leads, product managers, developers).
* Lead regular touchpoints (QBRs, check-ins) to review usage, product feedback, and business outcomes.
1. Customer Advocacy & Success Planning
* Define and execute success plans tailored to each customer's objectives and technical environment.
* Proactively identify adoption barriers, craft solutions, and champion customer needs internally at Heroku.
* Collaborate cross-functionally (sales, support, product) to facilitate customer onboarding, rollout, and continued platform usage.
1. Adoption & Growth
* Drive platform adoption by educating customers on new features and best practices.
* Identify expansion opportunities (upsells, cross-sells) in collaboration with the sales team.
* Encourage and facilitate internal evangelism within the customer's organization, highlighting benefits of Heroku's developer-centric approach.
1. Technical Guidance
* Partner with Heroku engineers and support teams to troubleshoot issues and optimize applications.
* Conduct basic app architecture reviews, guiding customers on Heroku's add-ons, data services, and integration with Salesforce solutions.
* Deliver feedback to product teams on desired features, usability improvements, and industry trends.
1. Retention & Renewals
* Use data-driven health metrics (adoption rates, usage trends) to identify at-risk accounts and intervene proactively.
* Develop compelling ROI narratives to support renewals and continued investment in Heroku's services.
* Own renewal forecasting and execution, ensuring a smooth renewal process for assigned accounts.
Qualifications & Skills
Experience: 5-8+ years in customer success, account management, or related roles, preferably within SaaS/PaaS.
Technical Acumen: Comfortable discussing cloud computing, modern app development, DevOps practices; ability to speak to Heroku's platform benefits at both a high level (strategy) and moderate level (basic technical knowledge).
Relationship-Building: Proven track record of engaging with enterprise stakeholders, setting success criteria, and coordinating multiple projects or work streams.
Analytical & Data-Driven: Ability to interpret usage analytics and proactively address customer adoption patterns.
Communication: Strong presentation and storytelling skills to demonstrate the value of the Heroku platform.
Collaboration: Experience working with cross-functional teams (sales, product, solutions engineering) to meet customer needs.
Education: Bachelor's degree or equivalent experience (in Computer Science, Business, or related field often preferred).
Competencies
Strategic Mindset: Ability to see the big picture of customers' business objectives and advise on how Heroku (and Salesforce products) best fit.
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Customer-Centric: Empathy and strong customer advocacy, ensuring their success drives your decision-making.
Results-Oriented: Focus on measurable outcomes, including adoption metrics, retention rates, and revenue growth.
* Problem-Solver: Aptitude for diagnosing issues, providing creative solutions, and rallying resources quickly.
Unleash Your Potential
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Perks and Benefits
Health and Wellness
- Health Insurance
- Health Reimbursement Account
- Dental Insurance
- Vision Insurance
- Life Insurance
- Short-Term Disability
- Long-Term Disability
- FSA
- FSA With Employer Contribution
- HSA
- HSA With Employer Contribution
- Fitness Subsidies
- On-Site Gym
- Mental Health Benefits
Parental Benefits
- Adoption Leave
- Return-to-Work Program
- Birth Parent or Maternity Leave
- Non-Birth Parent or Paternity Leave
- Fertility Benefits
- Adoption Assistance Program
- Family Support Resources
Work Flexibility
- Flexible Work Hours
- Remote Work Opportunities
- Hybrid Work Opportunities
Office Life and Perks
- Casual Dress
- Happy Hours
- Snacks
- Some Meals Provided
- Company Outings
Vacation and Time Off
- Paid Vacation
- Unlimited Paid Time Off
- Paid Holidays
- Personal/Sick Days
- Leave of Absence
- Sabbatical
- Volunteer Time Off
Financial and Retirement
- 401(K)
- 401(K) With Company Matching
- Company Equity
- Stock Purchase Program
- Performance Bonus
- Relocation Assistance
- Financial Counseling
Professional Development
- Tuition Reimbursement
- Learning and Development Stipend
- Promote From Within
- Mentor Program
- Shadowing Opportunities
- Access to Online Courses
- Lunch and Learns
- Internship Program
- Leadership Training Program
- Professional Coaching
- Work Visa Sponsorship
Diversity and Inclusion
- Employee Resource Groups (ERG)
- Unconscious Bias Training
- Diversity, Equity, and Inclusion Program
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