Senior Customer Success Manager (AUS)

🧠 About Cortex

Cortex is the internal developer portal that cuts noise for developers with paved paths to production. Companies like Dropbox, Adobe, and Docker use Cortex to catalog, score, and assign action to improve service quality and velocity, so devs can get back to work that drives the business forward. 

📍Location

We’re fully remote and welcome candidates from anywhere in Australia! We have all-company offsites a few times a year where we fly the whole team out to meet in person, build stronger relationships, kick off important projects, and have fun!

🤝 The Team

We are a mighty group of ~100 passionate individuals excited about building a product that developers love. We recently raised $60M in Series C Funding this year led by Scale Ventures (with participation from Sequoia, IVP, and others) to build the Future of Developer Experience. You can read more about it here.

💼 Job Summary:

We are seeking a Senior Customer Success Manager to join our team. In this role you will be the voice of the customer and coordinate between Cortex's Sales, Product, and Engineering teams. You will work your way through the organization, unblocking and connecting with the right people to provide value to our customers across APAC. We hold a high bar for customer success and anyone joining should, as well. 

The ideal candidate for this role is highly technical and can answer customer questions using their expertise in our systems, as well as general SDLC and cloud environment knowledge. This candidate should also be able to alleviate requests and questions from our customers on the frontlines and skilled at debugging so that they can quickly resolve small issues.

💻 Responsibilities:

• Be the customer's advocate by knowing their goals and use cases which allows you to then suggest process changes, product adoption, configuration and additional features to meet those requirements
• Participate and prepare for Monthly and Quarterly Business Reviews with customers
• Collaborate with Cortex’s product management, engineering and technical services teams to help identify new features and products
• Continuously evolve best practices to technical product adoption and customer success
• Manage our largest customers across APAC, ensuring the success of our enterprise deals
• As an early member of our Customer Success team you will be able to shape the design and practices of the team as well as mentor others
• Travel expectation of up to 30%

✔️Qualifications: 

• 7+ years of relevant experience with Customer Success, Customer Support or Professional Services
• Knowledgeable about Cloud(AWS, Azure, GCP) and Containerization tools e.g. Docker, Kubernetes or Rancher etc.
• Strong experience with customer interaction and support, Customer Engineer and Solutions Architect experience applies
• Ability to manage multiple adjacent projects to success
• Strong presentation, communication, & collaboration skills

🌴 Perks & Benefits

• Competitive salary and equity
• National medical, dental & vision insurance (we cover 100%!)
• Fully covered life insurance
• $400 monthly perks stipend 
• $1000 yearly Learning & Development stipend
• Pet Insurance
• Unlimited PTO
• Remote & flexible working hours
• Gender-neutral parental leave 
• All-Company Retreats (previously San Diego, Miami, Austin, New York City)

✏️ Noteworthy

Our job titles may span more than one career level. The base pay for this role starts between 210,000 AUD and 275,000 AUD. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role is eligible for variable pay, equity, and benefits.

Cortex is committed to a diverse and inclusive workplace. Cortex is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please email [email protected]