Overview

About Platform.sh

Platform.sh is a remote-first global workforce building a better cloud platform to create, manage and responsibly scale web applications.

A collective with diverse backgrounds, we work together to test, innovate, and challenge one another, finding new ways to reimagine digital experiences. We’re here to help our customers thrive.

Bring your experience to our team, and help us build a better way.

Position Summary

The Customer Care team is looking for a Customer Success Manager to maintain and grow customer relationships in North America. This role reports directly to the Manager, Customer Care NA. Our Customer Success Managers (CSM) are the ambassadors for the Platform.sh brand. They lead communications in times of change or problem resolution, and foster a healthy working relationship with their clients. CSMs proactively help identify ways in which the client can interact with Platform.sh to increase their productivity and results. They know the intricate needs and challenges of their client portfolio and deeply care about their success.

The ideal candidate can be flexible in hours, but comfortable being available 8:00 AM –4:00 PM local time (preferably between EST and PST).

What you can expect to do on a daily basis

  • Drive retention and growth among our most valuable customers by understanding their business needs and helping them succeed.
  • Have a deep understanding of your clients short term needs, and be able to convert that to long term success.
  • Successfully manage the onboarding experience for new customers.
  • Collaborate closely with various internal teams based on client needs.
  • Dedicated escalation point during business hours.
  • Foster goodwill and positively advocate the Platform brand with our customers in the form of partner referrals, testimonials, and case studies.
  • Ensure the voice of the client is continuously heard within the company through proactive portfolio management.
  • Solve conflicts and concerns

What you bring

  • A caring mindframe and an empathetic spirit. The ability to think from other perspectives is a tool we ask of all employees.
  • Experience with managing client accounts using a CRM solution such as Salesforce or Totango.
  • Ability to effectively prioritize and escalate client needs and projects as required.
  • Knowledge of cloud services (AWS, Azure, GCP, etc).
  • Ability to learn and assimilate technical information quickly.

Nice to have

  • Good knowledge of web application architecture and services (DNS, CDN, web servers, databases, cache layers, etc.) and distributed systems.
  • Knowledge of common web applications and frameworks: Magento, Ecommerce, Symfony, Drupal, eZ Platform, or Typo3.

What we bring as a team

  • We are the voice of our customers and we work with internal teams to improve their experiences.
  • We expect CSMs to be autonomous, and take initiative for the betterment of our customers. We make our customers successful.
  • We support each other and uplift each other. This is the way.

This is a remote job. Work from anywhere!

We’re a worldwide, distributed team looking for the best talent. Our remote model has been in practice and thriving since 2014. To us, remote work means flexibility and having truly diverse, global teams.

Company perks and benefits

  • Leadership that cares.
  • A global team, rich with culture and diversity.
  • An open work environment where your voice is encouraged. We can always find ways to do better and look forward to hearing your ideas.
  • A product you can believe in. We’re changing the way companies develop and manage their web applications.
  • Wellness stipend of US$300 a year
  • Professional development budget of US$800.
  • Tandem – a pool of linguists from around the world willing to help each other work on learning new languages.
  • Office budget of US$3,000 at hire (a computer is mandatory, but spend the rest on things that help you work, from headphones to a Wi-Fi extender) and a welcome kit of branded swag
  • A yearly global gift exchange – get paired up with someone 3,000 miles or kilometers away
  • We’re voted as A Best Place to Work by 96% of our employees and a Forbes Top 30 Companies for Remote Jobs.
  • A company-wide DE&I initiative that you can be a part of.
  • Yearly, international, company and team meetups (when we’re not experiencing a pandemic).
  • Fair PTO based on your country’s standards.
  • Inclusive parental leave (timeline is country-dependent).
  • Healthcare, dental, and vision (US, CA, UK, and FR staff only).
  • Matched contributions to 401K/RRSP (US and Canada staff only).
  • Extra compensation for on-call ops and support staff.
  • Company shares (discretionary).
  • Unlimited Platform.sh accounts.
  • 6 months of individual coaching for all new managers.

About our recruitment process

We don’t expect a great hire to meet every requirement we’ve outlined. If you can see yourself elevating the team, we want to hear your story. Few of us would be here had we not taken a chance.

You can expect 1 – 4 interviews on Google Meet. We leave the process fairly customizable to teams and roles, so in some scenarios we’re able to streamline the process to have minimal rounds. Expect a higher number of rounds for director-level roles and above.

You’ll also have the opportunity to schedule virtual coffee chats with potential future peers during the recruitment process to see if you can envision working together. Use interview and coffee time to make sure the company aligns with what you’re looking for in your future working environment.

All roles require background checks.

About our software

Platform.sh is a unified, secure, enterprise-grade platform to build, run, and scale fleets of websites and applications. We are trusted by 5,000+ organizations globally to help create innovative digital experiences.