Sr Customer Success Manager

About Copado

Copado is the leading DevOps platform for Salesforce, revolutionizing how the world's largest organizations achieve success in their Salesforce deployments. Our mission is to accelerate the Salesforce development lifecycle, support digital transformation, and deliver unparalleled value to our customers. We continuously innovate, ensuring our platform meets the evolving needs of Salesforce developers and operations professionals.

Brief Summary Of Role

As a Sr Customer Success Manager at Copado, you will play a crucial role in ensuring the success and satisfaction of our customers. You will act as a strategic partner, working closely with customers to understand their unique needs and challenges. By providing tailored advice and recommendations, you will help them drive adoption of Copado, manage complex releases, increase productivity, and minimize risk. Your consultative approach and expertise in Copado's features and functionalities will enable you to articulate the value proposition of our platform and guide customers towards achieving their goals. With your strong communication skills and ability to build relationships, you will conduct regular check-ins, execute business reviews, and proactively identify opportunities for upselling.

What You’ll Be Doing

• Act as a strategic and influential partner for customers, going beyond general discussions to ask questions and address specific pain points and use cases.
• Identify areas of opportunity hindering customer success and provide tailored solutions and recommendations that require out-of-the-box thinking.
• Improve team efficiency by optimizing previously defined processes such as templates or risk playbooks.
• Collaborate with customers to build mutually beneficial success plans, tailoring meeting agendas based on customer attendees.
• Clearly articulate the value proposition of Copado's features and products using a strategic and consultative approach.
• Provide meaningful follow-up summaries and resources after each customer call.
• Independently create optimal prescriptive plans with customers to help them achieve their goals, creating templated success plan playbooks for the team to use.
• Conduct initial discovery to qualify opportunities for upsell, proactively communicating with Sales to support upsell motions.
• Execute Quarterly Business Reviews (QBRs) using Copado Insights data to identify trends, risks, and opportunities for increasing customer value and driving Copado's growth.
  
  

We Are Looking for Someone With

• Excellent written, verbal, and interpersonal communication skills.
• Previous experience within a SaaS environment.
• Strong sense of accountability in following up with customers and holding others accountable.
• High emotional intelligence to pick up on customer sentiment and take command of conversations.
• Consultative approach in advising customers on the processes required to achieve their goals.
• Experience in addressing key challenges encountered by Copado customers, such as managing complex release processes, ensuring compliance and security, and optimizing development and deployment workflows.
• Strong problem-solving skills and the ability to think creatively to find innovative solutions for customers' unique needs.
• Experience in driving customer adoption and success through proactive communication, relationship building, and strategic planning.
  
  

Nice to Have

• Familiarity with Copado's features and functionalities, including low-code orchestration, user story-centric branching strategy, and metadata conflict resolution.
• Knowledge of agile methodologies and practices, as well as experience in implementing agile processes using CI/CD and testing toolkits.
• Understanding of integration capabilities and experience integrating ALM tools or systems.
• Ability to provide guidance and training to customers on using Copado effectively to overcome their specific challenges.
  
  

Copado is Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Copado does not accept unsolicited headhunter and agency resumes. Copado will not pay any third-party agency or company that does not have a signed agreement with Copado.