Customer Success Manager



San Francisco, CA, USA · Boston, MA, USA · New York, NY, USA
Posted on Thursday, June 27, 2024
As a Customer Success Manager at Memfault, you will be responsible for the ongoing relationships with our customers to ensure we retain and grow their use of our platform and the corresponding recurring revenue. You will focus on revenue retention, driving product adoption, measuring success, and advocating for their needs. You have a bias for action and superb communication and organizational skills.

The Role

  • Product Expertise: Know Memfault's web application and new features inside and out. Help new users get productive quickly and consistently.
  • Adoption & Engagement: Regularly review account metrics, recommend changes and improvements, and identify high-impact use cases with new departments (QA, Support, Product management). Build rapport with users and stakeholders, and achieve industry-leading NPS.
  • Measure Success: Own the metrics for determining account health, document and share the business value delivered by Memfault, and orchestrate QBRs integrating the wider Memfault team.
  • Strategic Growth: Become an expert in the customer’s product and software release processes. Develop a plan and implement it to expand our customers' use of the platform. Identify opportunities to supercharge retention and unlock upsells.
  • Advocacy: Escalate the need for additional Memfault resources, partner with and lead our Solutions Architects to exceed customer expectations, and provide feedback to the product team.

Why You May Be a Fit:

  • Background in B2B SaaS
  • Multiple years working in Customer Success or a similar role
  • Analytical skills for analyzing, visualizing, and interpreting data
  • Excellent communication and relationship-building abilities

Even Better If You Have:

  • Experience with developer tools or cloud infrastructure
  • Experience working with hardware companies
We offer full benefits (health, vision, dental, 401k), unlimited PTO, and competitive pay and equity packages. Learn more about benefits and our company values - >
We want you (yes, you!) to apply
At Memfault, we believe in the power of diversity and the importance of fostering an inclusive environment where everyone feels valued and empowered. We hold the opinion that diversity is not just a goal, but a key driver of creativity, innovation, and growth. Our commitment to diversity and inclusion is embedded in our company culture and reflected in our policies and practices.
We are proud to be an Equal Opportunity Employer. We do not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, disability, genetic information, veteran status, sexual orientation, gender identity or expression, marital status, or any other characteristic protected by law.
Research shows that candidates from underrepresented backgrounds often don't apply for roles if they don't meet all the criteria — unlike majority candidates meeting significantly fewer requirements. We strongly encourage you to apply if you're interested: we'd love to know how you can amplify our team with your unique experience!
About Memfault
Memfault is the first IoT reliability platform that empowers teams to build more robust devices at scale. Today hardware teams have little insight into how their products are performing and what issues are driving the majority of field failures; with Memfault, they can operate with the same speed and agility as software organizations. Companies like Lyft, Logitech, Bose, Whoop, and Verkada use Memfault's performance monitoring, device debugging, and OTA update capabilities to ship fast and build high-quality products. Memfault was founded by veterans of Pebble, Fitbit, and Oculus and is backed by Stripes, Uncork Capital, Partech, the 5G Innovation Lab, S28 Capital, and Y Combinator. Learn more about Careers at Memfault ->
Memfault recently closed a $24M Series B funding round announced on January 24, 2023. Learn more ->