Customer Success Manager

We are looking for our first customer success manager to help customers succeed using Gatsby beyond their wildest dreams. Join us in our mission to make website development fun by making it simple.

About Gatsby

Gatsby is a wildly popular open-source project with over 140k sites and an engaged community. Beyond open source however, we're also a newly commercializing business, one that helps professional developers build blazing-fast apps and websites without needing to become a performance expert. Our focus is on online businesses for whom website performance matters. Some of our users include Figma, Penn State University, PayPal, DoorDash, Venmo, Sendgrid, and New Relic.

As a remote-first, community-focused team, Gatsby's core values include:

• Prioritize the customer
• Expect excellence, have empathy
• Take ownership
• Grow through inclusivity
• Collaborate by default

Details of the role

• Type of Work: Full-time
• Location: Remote (preference for UTC-8 to UTC+4) Preference for East Coast to serve both Europe and West Coast

Why we're hiring

As we continue to expand our customer base, and onboard more customers every month, we are looking for a customer success manager to make sure that all our customers have an exceptional experience throughout onboarding, implementation, maturation and renewal.

Why this is interesting

Gatsby is shaping the future of the web by focusing on best-in-class developer experience and providing tools for professional web developers. We've seen tremendous growth over the past year, and as a customer success manager you will have the opportunity to elevate the customer experience of Gatsby by working closely with customers of all sizes and getting them to the next stage on their Gatsby journey.

Day-to-day responsibilities

• Onboarding new customers. Give our newest customers a great first impression by greeting them, clarifying their needs, and developing and executing on a shared plan that will lead them to success with Gatsby.
• Planning and leading business reviews. You'll partner with solutions engineers to lead business reviews with customers to align on business priorities, identify education opportunities, share best practices and find ways for customers to get even more value out of Gatsby.
• Drive growth. You'll help identify upsell opportunities and work with an account executive to drive expansion within these accounts.
• Identify patterns in self-service accounts. You'll look for patterns that contribute to renewal and churn in self-service accounts and develop strategies to get these customers back on the happy path.
• Advocate on behalf of our customers. You'll share customer feedback with all departments at Gatsby and with leadership to make sure that everyone at Gatsby is making customer-focused decisions.
• Identify case study opportunities. Working closely with customers, you'll identify the stories that demonstrate the power of Gatsby and work with marketing to develop these stories to drive new users to Gatsby.

Qualifications

• Strong written and verbal communication skills. You'll clearly and effectively communicate with developers, managers and executives via Google Docs, Notion, Slack, Vitally, and Zoom to name a few.
• Proven track record of leading technical conversations. You have experience speaking to developers and are able to persuade others to take action towards what will create the best outcome.
• Growth mindset. You are ready and willing to ask and answer questions. You're comfortable saying you're unsure, asking for help, and reaching out to assist others. You thrive and Gatsby thrives because of continuous learning.
• Ability to manage multiple complex projects. You will be the point person for many long-running projects for many customers. You should be comfortable creating project plans, setting deadlines, unblocking people and holding people accountable for accomplishing what they've committed to.
• You collaborate by default. In this role, you'll need to collaborate with external stakeholders, solutions engineers, product managers, and marketing to accomplish your goals. You aren't afraid to share your ideas and work early and often to drive better results.
• Two or more years of experience in customer success for a technical product.

Preferred qualifications

• Familiarity with SaaS Platforms and Infrastructure. A large part of what you're doing is guiding engineering teams on how to get the most of our CI/CD platform with an integrated CDN. Understanding infrastructure and the core job being done by developers and content editors when they initiate builds is key to success.
• Familiarity with the developer persona. The developer persona is at the heart of the Gatsby experience, including the Gatsby CLI and suite of related tools (GraphQL, hot reloading environment, etc). Comfort with technical details is paramount - bonus points for specific knowledge about front-end development and/or CI/CD pipelines.

The best parts of this job

• Helping our customers nail their goals. There's no better feeling than wrapping up a business review with a customer after demonstrating measurable progress towards meeting their goals and with clear next steps to achieve the rest of their objectives. You'll get to have a measurable impact on countless people and organizations building with Gatsby.
• You'll have an opportunity to contribute to an early stage start-up. The Customer Success team is small but mighty, and your position close to customers will give you an outsized impact on the future of the business. You'll have the opportunity to guide strategy, as well as develop processes automations to contribute to a world-class customer experience.
• Our customers love Gatsby. You'll be working with customers who are thrilled to be building with Gatsby, and by extension, thrilled to be working with you!

The worst parts of this job

• We're still figuring stuff out. While we've come a long way in the past two years, we are still figuring things out as a customer success team. Things might feel unstructured or messy. Part of your job will be to leverage your experience as a customer success manager to help create smoother collaboration and processes with our customers and within the team.
• Delivering difficult news. As with any customer-facing role, you'll sometimes have to deliver difficult news to a customer: a timeline has changed, a bug is taking longer to resolve. As much as we try not to, we sometimes disappoint our customers. But at Gatsby we are a supportive team committed to experimenting, learning, and making meaningful decisions to impact the growth of our customers' and our own businesses.
• Stakeholders are dispersed far and wide. We have a remote-first culture. Most employees work from home. The largest clustering of people in one place is 5 folks near our Berkeley office. We have a strong sense of identity and are very close, but if in-person interactions with a large number of people is important to you then this may not be a good fit.

Benefits and perks

• Unlimited vacation policy, with a minimum of 15 days paid vacation time
• Amazing health, dental, and vision insurance for you and your family (US only)
• 3 months of paid parental leave covering both adoption and foster placement
• Stock options in a fast-growing startup
• We're remote first, so skip the commute
• Set up costs for a home office OR co-working/private office reimbursement
• New laptop of your choice
• Wifi and cell phone reimbursement
• Fly to cool locations 3x/year for company-wide meetups (once it's safe again!)

Equal opportunity statement

Gatsby is an equal opportunity employer and we acknowledge and honor the fundamental value and dignity of all individuals. We commit ourselves to creating and maintaining an environment that respects diverse heritages and experiences, and seek applicants of diverse backgrounds and hire without regard to race, color, gender identity, religion, national origin, ancestry, citizenship, physical abilities (or disability), age, sexual orientation, veteran status, or any other characteristic protected by law.

Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. Gatsby does not accept unsolicited headhunter and agency resumes, and will not pay fees to any third-party agency or company that does not have a signed agreement with Gatsby.