Customer Success Manager

About the Role

We’re looking for a passionate and experienced Customer Success Manager to own our customer relationships end-to-end and elevate the current customer experience with our product. We take pride in working with our customers’ mobile teams to help align with their company’s initiatives and become a critical partner in their team’s success. If you’re excited to work with a talented team and awesome mobile-first customers, we want to talk to you!

Why Join Embrace?

As the only user-focused, mobile-first observability solution built on OpenTelemetry, Embrace delivers crucial insights across both DevOps and mobile teams to illuminate real customer impact – not just server impact – to deliver the best app experiences. Customers like The New York Times, Marriott, Masterclass, Home Depot, and Cameo love Embrace’s mobile observability platform because it makes extremely complicated and voluminous data actionable. Our cultural values highlight how we seek to improve as individuals, team members, and a company each and every day.

What You’ll Do

• Own the customer lifecycle from onboarding to renewals
• Provide stability and performance improvement insights about our customers’ mobile app to drive recommendations that will directly increase revenue and user engagement
• Demonstrate implementation strategies for integrating new features and releases
• Manage the overall relationship and strategic direction with the customer - includes interactions with the CTO, VP of Engineering, DevOps Team, Product Team and individual mobile engineers
• Ensure that our customers are leveraging the solution effectively and demonstrate ways in which our product creates value by being an Embrace expert
• Manage communication between our customers and internal teams to resolve technical issues

Basic Qualifications

• 3 - 5 years of experience owning and managing accounts with proven track record of retention
• Demonstrate self-directed ability to manage simultaneous, complex engagements with minimal supervision by implementing processes and directives
• Excellent written and verbal communication skills with high emotional intelligence
• Ability to travel up to 20%

Preferred Qualifications

• Ability and comfort while talking pricing and upsells
• Excited to work in an ever-evolving and fluid solution-oriented environment
• Technical aptitude, interest, or background (CS, math, sciences, etc.)
• High competency and low ego - you have a passion for helping people both inside and outside of your company

Cultural Values

• Perspective - seeking to understand others’ perspectives
• Investing - investing in discovering value, unprompted
• Honesty - delivering brutal honesty kindly
• Simplest - finding the simplest solutions by focusing on outcomes
• Ownership - empowering yourself and others through solutions, not answers
• Dark Humor - finding levity together, even when tackling hard problems

About Embrace

Embrace provides the only user-focused mobile app observability solution based on OpenTelemetry. By delivering crucial mobile telemetry across DevOps and mobile engineering teams, Embrace illuminates real customer impact, not just server-side impact, to drive success in achieving SLOs. Embrace's Distribution for OpenTelemetry gives teams the transparency, portability, and extensibility they want in modern observability instrumentation, while Embrace's data backend and analysis platform is enterprise-supported for powerful mobile performance insights. By tying frontend mobile telemetry to backend performance data, Embrace helps companies modernize their observability practice and deliver the best user experiences possible.

On target earnings (OTE) for this role are $125K - $155K. Actual compensation may vary based on level, experience, and skillset as assessed in the interview process. Benefits include equity and other benefits as detailed on our careers page.