Senior Customer Success Manager

At Unleash, we are on a mission to 10x the developer experience and engagement of our feature toggle platform, making the journey from onboarding to increased usage a breeze for all open-source and paying users. Are you enthusiastic about serving as the customers’ trusted advisor and expert on various matters? Do you thrive on the responsibility of cultivating a positive customer experience and nurturing strong, mutually beneficial relationships? Are you eager to serve as a vital bridge between customers, support, and sales teams within an expanding company?

If you’re interested, we welcome you to join us as a Senior Customer Success Manager. In this role, you’ll be crucial in providing ongoing strategic support and building lasting relationships with our valued customers.

What will you do?

  • Be the customer’s trusted advisor and mentor, working directly with them to solve their problems and ensure their satisfaction
  • Engage in strategic conversations about customers’ needs, including feature flag management, CI/CD, migration strategies, and business transformation. Guide customers in the strategic usage of Unleash
  • Establish connections with key roles and stakeholders within the customer’s organization
  • Gain insight into customers’ strategic, tactical, and operational pain points, needs, and expectations, and assist in solving technical problems related to Unleash products and services
  • Identify opportunities for growth and initiate discussions about business value
  • Analyze usage and adoption patterns across customers to predict and replicate successful strategies
  • Facilitate the onboarding process for customers using Unleash products and services
  • Provide training and education on the strategic and operational use of Unleash, as well as feature flag management and CD/CI
  • Conduct product and technical demonstrations for customers
  • Utilize customer data analysis to enhance their experience and journeys
  • Assist customers in debugging and provide guidance on the Unleash ecosystem and third-party integrations based on their specific needs
  • Maintain business growth and profitability by maximizing value
  • Support account managers in upselling, cross-selling, and revenue generation
  • Being part of an excellent Customer Experience team, collaborating closely with the sales, support, and engineering teams, and ensuring resolution of customer inquiries and concerns to minimize churn rate

What should you bring?

  • Proven work experience as Senior Customer Success Manager or Senior Implementation architect, or a similar role
  • 3+ years of experience in customer engagement and implementation
  • Demonstrated proficiency in managing stakeholders and conducting business value discussions, encompassing strategic, tactical, and operational aspects
  • Exceptional ability to communicate and cultivate positive business relationships
  • A strong sense of accountability and project management skills are necessary
  • Experience with both business and technical transformation is required, including transitioning from a Monolith architecture to DevOps and CD/CI
  • Technical proficiency relevant to product and service utilization
  • Familiarity with developer tools such as GitHub, backend and frontend code, and the operational aspects of code
  • Excellent communication and collaboration skills, fluent in English
  • Commercial experience is an advantage but not required

We offer:

  • Join a highly skilled and experienced team deeply dedicated to enhancing developer efficiency worldwide
  • Significant freedom and opportunities for experimentation and learning
  • Be a valued member of an organization that offers substantial responsibility and numerous opportunities for personal growth
  • A work environment where you can be yourself
  • Flexible work hours, even working remotely

Unleash is the biggest and fastest-growing open-source feature management platform in the market, serving feature management capabilities to thousands of developers every day. In addition to Open Source, Unleash equips Enterprise customers to transform and evolve their business through continuous deliveries and experimentation, within a controlled software infrastructure of feature management services.

We are a strong team passionate about improving developer efficiency around the globe. Backed by some of the best investors in the world, we have bold plans to grow. We are looking for the best talent to help us reach our goals, this is where you come into the picture. 

At Unleash, we believe in a diverse, supportive and collaborative culture. We look for people who are curious, creative, inventive and deeply caring about building products that people love. We encourage people from all genders, races, & ages to apply.


This role may be located in the area of Boston, US / UTC timezone.

Apply now

Apply now by sending an email with your resume, cover letter, and portfolio to recruitment@getunleash.io

We’re looking forward to hearing from you