[Hiring] Senior Customer Success Manager @AutoRABIT Holding

Role Description

As a Senior Customer Success Manager, you will own a portfolio of strategic, enterprise, and technically complex customers. This is a highly technical Customer Success role working with Salesforce, DevOps, Engineering, Platform, Security, and executive stakeholders to understand each customer's development lifecycle, deployment processes, technical environment, and business objectives.

Senior CSMs are expected to operate as trusted technical and strategic advisors. You should be comfortable discussing:

• Salesforce DevOps
• CI/CD
• Source control
• Release management
• Testing
• Security
• Governance
• Software delivery practices

This role includes regular customer-facing travel, typically 1-2 trips per month for 2-3 days at a time, to build relationships, deepen understanding of customer environments, and drive strategic initiatives in person.

Key Responsibilities

• Own a portfolio of strategic and technically complex customers, with accountability for adoption, customer health, value realization, renewal readiness, and growth.
• Build trusted relationships with Salesforce administrators, developers, architects, DevOps leaders, platform owners, engineering leaders, and executive sponsors.
• Develop a strong understanding of each customer's Salesforce development lifecycle, including source control, environments, testing, release management, deployments, and governance.
• Assess customer DevOps practices and identify technical barriers, process gaps, adoption challenges, and opportunities for improvement.
• Lead technical and strategic discovery to understand how customers operate, where friction exists, and what outcomes they are trying to achieve.
• Apply knowledge of Salesforce DevOps and software delivery best practices to help customers improve adoption and realize measurable value.
• Create success plans with clear business and technical objectives, milestones, adoption goals, and success measures.
• Proactively identify customer risk, diagnose root causes, and lead recovery plans across technical and business stakeholders.
• Coordinate resources across Solutions Engineering, Support, Professional Services, Product, Engineering, Sales, Renewals, and leadership to resolve complex customer challenges.
• Guide customers through major technical milestones, including implementations, upgrades, new capabilities, process changes, and evolving Salesforce environments.
• Identify opportunities to expand AutoRABIT's value based on customer use cases, technical maturity, and business objectives.
• Bring customer insights, technical patterns, and product feedback back to Product and Engineering.

Knowledge & Skills

• Strong understanding of modern DevOps principles, CI/CD practices, and the software development lifecycle.
• Strong understanding of Salesforce development and deployment concepts, including metadata, environments, testing, dependencies, release management, and common deployment challenges.
• Strong working knowledge of Git and source control concepts, including branches, commits, merges, pull requests, and repositories.
• Working knowledge of CI/CD pipelines, release automation, APIs, testing, security, and governance.
• Ability to understand technical architectures and customer workflows, identify areas of risk or friction, and recommend appropriate next steps.
• Ability to independently conduct technical discovery and move beyond surface-level requirements to uncover root causes.
• Ability to translate complex technical concepts into clear business outcomes for executive and non-technical stakeholders.
• Familiarity with engineering performance concepts and metrics, including DORA metrics.
• Strong executive presence, communication, presentation, and problem-solving skills.

Qualifications

• 7+ years of relevant professional experience across Customer Success, Technical Account Management, Solutions Engineering, Salesforce consulting, Professional Services, DevOps, or other customer-facing enterprise technology roles.
• 3+ years supporting technically complex enterprise customers in developer tools, DevOps, Salesforce, cloud platforms, or similar enterprise software.
• Demonstrated experience working with senior technical stakeholders across Engineering, DevOps, Salesforce, IT, or CTO organizations.
• Meaningful experience with Salesforce development, Salesforce DevOps, CI/CD, release management, or comparable software delivery processes.
• Experience managing complex enterprise accounts, customer risk, technical initiatives, and cross-functional account teams.
• Experience supporting Fortune 500 or similarly complex organizations preferred.
• Experience within Financial Services, Healthcare, Government, or other regulated industries preferred.

What Success Looks Like

Successful Senior CSMs understand not only whether customers are using AutoRABIT, but how they build and deliver software on Salesforce, where technical and operational friction exists, and how AutoRABIT can help improve those processes. They can independently engage with technical practitioners and leaders, ask informed questions, identify risks and opportunities, and connect improvements in DevOps practices to measurable business and engineering outcomes.

Additional Information

• This role is fully remote and is open to candidates based in the United States with U.S. work eligibility. We are specifically looking for candidates in Texas, Wisconsin, Illinois, South Dakota, Colorado, Washington, Idaho, or California.
• Approximately 20% travel is expected, typically 1-2 customer visits per month lasting 2-3 days. Travel may vary based on customer and business needs.
• Salary Range: $130,000-$160,000 per year, depending on experience.