Chromatic - Customer Success Manager
Requirements
• 3 - 6+ years of direct customer management experience in Customer Success, Account Management, or a related role within a SaaS technology company. • You have demonstrated success managing large, complex Enterprise accounts, including onboarding, renewals, multi-product or multi-team expansions, and C-level engagement. • You have a strong executive-presence, communication, and relationship-building skills, with the ability to advise senior engineering and product leaders. • You have strong foundational data analysis skills. You’re able to interpret customer usage patterns and business metrics to drive decision-making. • You are highly organized and able to manage competing priorities across multiple accounts with exceptional follow-through. • You are curious, resourceful, and proactive; you’re comfortable wearing many hats in a fast-moving startup environment. • You have experience in are enthusiastic about developer tools and modern frontend engineering workflows. • Experience working at a developer tools company. • Familiarity with frontend development workflows (e.g., pull requests, component libraries, CI/CD) • Experience with Vitally, HubSpot, or similar tools. • Experience working remotely in a start-up or small company environment • Salary range: US $110,000 - $160,000 OTE + equity. Learn more about our compensation philosophy here https://www.notion.so/Chromatic-s-Compensation-Philosophy-bc0b2c567f6e44ac8d2ada3003404a93?pvs=4. Visit our careers page https://www.chromatic.com/company/careers for a list of our other benefits and a peek into life at Chromatic.
Responsibilities
• Customer health & risk management • Own a high-value Enterprise book of business; build and maintain executive-level relationships across Engineering, Product, Design, and Procurement. • Own accurate, real-time customer health tracking across your full book • Identify churn risk and expansion signals early, and escalate them while there's still time to act. • Serve as a strategic advisor on Chromatic and Storybook, guiding customers through scalable adoption, best practices, and organizational rollout. • Conduct tailored business reviews and value assessments with senior stakeholders to drive alignment, reinforce ROI, and surface new opportunities. • Cross-Functional Leadership • Partner closely with Solutions Engineering, Sales, Product, and Engineering to ensure a unified, high-quality customer experience. • Act as a senior voice of the customer, bringing structured, actionable feedback that influences Chromatic’s product roadmap and long-term strategy. • Contribute to building scalable CS processes, playbooks, and best practices as Chromatic grows. • Operational Excellence • Analyze customer usage, product engagement, and business outcomes to inform account strategy and identify risks or opportunities. • Create account plans for top Enterprise customers, tracking objectives, adoption milestones, and expansion pathways. • Maintain clear and reliable documentation of account activity, insights, and stakeholder relationships to support seamless cross-functional visibility. • Be a reliable, trusted point of contact customers know they can count on. • Keep customers informed of product updates, enhancements, and relevant launches, ensuring proactive communication.
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