📌 Core Information
🔹 Job Title: Customer Success Manager
🔹 Company: Embrace
🔹 Location: Remote
🔹 Job Type: On-site
🔹 Category: 📞 Customer Service, 🎧 Customer Experience (CX)
🔹 Date Posted: Tue Apr 01 2025
🔹 Experience Level: 2-5 years
🔹 Remote Status: On-site
📌 Essential Job Details
🚀 Job Overview
Key aspects of this role include:
- Managing customer relationships from onboarding through to renewals
- Improving customer app performance and providing actionable insights
- Collaborating with various teams including CTO, VP of Engineering, and mobile engineers
- Becoming a product expert to demonstrate value creation through Embrace's solutions
ASSUMPTION: The role requires a strong customer-centric approach combined with technical aptitude to facilitate seamless communication between diverse teams and resolve issues effectively.
📋 Key Responsibilities
✅ Own the customer lifecycle from onboarding to renewals
✅ Provide stability and performance improvement insights for customer mobile apps
✅ Demonstrate implementation strategies for new features and releases
✅ Manage overall relationships and strategic direction with customers
✅ Ensure effective use of Embrace's solutions and demonstrate product value
✅ Resolve technical issues through effective communication between customers and internal teams
ASSUMPTION: Responsibilities include both technical understanding and strategic planning to enhance customer satisfaction and retention.
🎯 Required Qualifications
Education: Not specified
Experience: 3-5 years owning and managing accounts with a focus on retention
Required Skills:
- Excellent written and verbal communication with high emotional intelligence
- Self-directed management of complex engagements
- Ability to travel up to 20%
Preferred Skills:
- Comfort discussing pricing and upsells
- Technical aptitude or background in CS, math, or sciences
- Excitement for working in a dynamic, solution-oriented environment
ASSUMPTION: A technical background is advantageous for communication with technical teams and understanding product intricacies.
💰 Compensation & Benefits
Salary Range: $125K - $155K OTE
Benefits:
- Equity opportunities
- Additional benefits detailed on Embrace's careers page
Working Hours: Full-time, 40 hours per week
ASSUMPTION: Compensation reflects industry standards for such roles, taking into account the necessity of technical knowledge and customer management skills.
📌 Applicant Insights
🔍 Company Context
Industry: Technology, Information, and Internet
Company Size: 51-200 employees, suggesting a close-knit environment with potential for personal impact
Founded: 2016, providing a sense of stability combined with start-up dynamics
Company Description:
- User-focused mobile app observability solution based on OpenTelemetry
- Enables performance insights across DevOps and mobile teams
- Committed to delivering superior user experiences by comprehending real customer impact
Company Specialties:
- Mobile observability solutions
- Front-end and back-end performance data integration
- Open source SDKs for various platforms
Company Website: http://embrace.io
ASSUMPTION: The company's open approach to telemetry highlights its commitment to transparency and innovation in the observability space.
📊 Role Analysis
Career Level: Mid-level with opportunities to engage with senior stakeholders
Reporting Structure: Reports likely to senior management or customer success leadership
Work Arrangement: Though labeled on-site, the remote mention suggests a hybrid possibility
Growth Opportunities:
- Potential to develop deep expertise in mobile app performance
- Opportunity to advance within customer success and technical roles
- Ability to influence strategic directions with key clients
ASSUMPTION: The role provides substantial opportunities for professional growth by integrating technical skills with strategic customer management.
🌍 Location & Work Environment
Office Type: Remote with potential hybrid options
Office Location(s): Culver City, California; San Francisco, CA; Salt Lake City, UT; Buenos Aires, AR; Phoenix, Arizona
Geographic Context:
- Proximity to major tech hubs like Silicon Valley
- Options in diverse urban environments for varied cultural exposure
- International presence in Buenos Aires for global interaction
Work Schedule: Adaptable to the needs of remote work but generally follows standard business hours
ASSUMPTION: Although on-site, the role's execution may largely be virtual indicating a flexible approach to modern work trends.
💼 Interview & Application Insights
Typical Process:
- Online application
- Initial phone screening
- Technical or role-specific interviews
Key Assessment Areas:
- Technical competence related to mobile apps and observability
- Customer relationship management skills
- Problem-solving and strategic thinking capabilities
Application Tips:
- Highlight experience with customer lifecycle management
- Demonstrate any relevant technical skills or experiences
- Showcase flexibility and adaptability in a dynamic environment
ATS Keywords: Customer Success, Account Management, Communication, Technical Aptitude, Problem Solving, Mobile Applications
ASSUMPTION: The selection process prioritizes both customer success skills and a technical mindset to effectively advocate for and enhance client usage of mobile solutions.
🛠️ Tools & Technologies
- OpenTelemetry for telemetry and observability
- Mobile SDKs for various platforms (iOS, Android, Unity, React Native, Flutter)
- Internal analytics and data insights platforms
ASSUMPTION: Familiarity with mobile technology and data analysis tools will be advantageous for CRM success within this role.
👔 Cultural Fit Considerations
Company Values:
- Perspective - actively understanding diverse viewpoints
- Ownership - empowering actions through solutions
- Simplest - focusing on straightforward, outcome-driven solutions
Work Style:
- Proactive and self-motivated
- Team-oriented yet capable of independent work
- Adaptable to shifting priorities and dynamic environments
Self-Assessment Questions:
- Do you thrive in customer-facing roles where engagement strategy is key?
- Can you integrate technical insights into customer success strategies?
- How do your values align with embracing transparency and simplification?
ASSUMPTION: A strong cultural fit is essential; candidates should resonate with Embrace's emphasis on honesty, ownership, and pursuing value.
⚠️ Potential Challenges
- Balancing diverse customer needs across time zones
- Integrating technical knowledge into customer success practices
- Navigating fast-paced changes in mobile technology
- Maintaining high engagement and retention levels with demanding clients
ASSUMPTION: The role presents challenges that require flexible problem-solving and strong communication skills to handle effectively.
📈 Similar Roles Comparison
- Greater emphasis on technical engagement compared to standard Customer Success roles
- Broader scope involving cross-functional team collaboration
- Higher impact on customer retention through detailed app performance insights
ASSUMPTION: This role offers a unique intersection of customer success and technical advocacy, distinguishing it from traditional account management positions.
📝 Sample Projects
- Collating and presenting performance data insights to key accounts
- Facilitating the integration of new SDK features for a major client
- Designing a strategy to improve user experience based on collected telemetry data
ASSUMPTION: Projects will focus on leveraging data to optimize customer engagement and inform strategic directions.
❓ Key Questions to Ask During Interview
- How does Embrace support continuous professional development for its Customer Success Managers?
- What are the key performance indicators for success in this role?
- How does the team prioritize feature deployment based on customer feedback?
- What tools does Embrace provide to manage and improve customer relationships?
- Can you describe a recent challenge that the customer success team overcame?
ASSUMPTION: These questions will provide clarity on daily operations, expectations, and support systems within the company.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application through the Embrace career portal
- Ensure your CV highlights relevant experience in customer success and technical fields
- Prepare for a potential technical screening call
- Engage in a multi-round interview process assessing both technical and interpersonal skills
- Stay up to date with industry trends that align with Embrace’s solutions
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
