Heroku Sr.Customer Success Manager

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Job Category

Customer Success

Job Details

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Senior Customer Success Manager (Heroku)

Role Overview

The Senior Customer Success Manager at Heroku is responsible for driving customer adoption, engagement, and growth across the Heroku platform. You would act as the main point of contact for a portfolio of enterprise and high-value startup customers, ensuring they derive maximum value from Heroku's Platform-as-a-Service (PaaS) offerings. The role involves strategic relationship management, technical advocacy, and close collaboration with product, sales, and solutions engineering teams.

Key Responsibilities

• Customer Relationship Management
• Act as the trusted advisor and primary point of contact for a portfolio of strategic Heroku customers.
• Develop and nurture relationships with key stakeholders (e.g., CTO, DevOps leads, product managers, developers).
• Lead regular touchpoints (QBRs, check-ins) to review usage, product feedback, and business outcomes.
• Customer Advocacy & Success Planning
• Define and execute success plans tailored to each customer's objectives and technical environment.
• Proactively identify adoption barriers, craft solutions, and champion customer needs internally at Heroku.
• Collaborate cross-functionally (sales, support, product) to facilitate customer onboarding, rollout, and continued platform usage.
• Adoption & Growth
• Drive platform adoption by educating customers on new features and best practices.
• Identify expansion opportunities (upsells, cross-sells) in collaboration with the sales team.
• Encourage and facilitate internal evangelism within the customer's organization, highlighting benefits of Heroku's developer-centric approach.
• Technical Guidance
• Partner with Heroku engineers and support teams to troubleshoot issues and optimize applications.
• Conduct basic app architecture reviews, guiding customers on Heroku's add-ons, data services, and integration with Salesforce solutions.
• Deliver feedback to product teams on desired features, usability improvements, and industry trends.
• Retention & Renewals
• Use data-driven health metrics (adoption rates, usage trends) to identify at-risk accounts and intervene proactively.
• Develop compelling ROI narratives to support renewals and continued investment in Heroku's services.
• Own renewal forecasting and execution, ensuring a smooth renewal process for assigned accounts.

Qualifications & Skills

Competencies

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Posting Statement

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Skills Required

Cloud Computing