CSM - Kubecost

Your role and responsibilities

Stackwatch deploys our flagship product, Kubecost, on-prem and in virtual private clouds across dozens of flavors of Kubernetes, cloud providers, and hardware, and to our own hosted and SaaS products. We're looking for a Customer Success Manager to delight our users-Kubernetes users, development teams, and Finance leadership alike-and keep their needs at the top of our priorities. As a member of our growing Technical Success team, you'll have the opportunity to be our customers' trusted product advisor, mapping technical solutions to business value, leading product onboarding and enablement, and increasing customer satisfaction and loyalty. Working closely with Product & Engineering to act as the voice of the user, you will collaborate on innovative solutions, tracking & submitting feature requests, and drive the future of our product roadmap, making a meaningful impact on our users' Kubernetes adoption journey. And as part of the Customer Success organization, you'll collaborate closely with Customer Success Management, Sales, and Technical Success leads to build a world-class Customer Success organization. We're looking for someone who is as passionate about cloud infrastructure, our product, and users as we are.

This role will give you the opportunity to:

• Flex and strengthen your Kubernetes, Cloud, and Infrastructure Monitoring muscles.

• Leverage your customer-facing experience and drive to directly impact the customer experience.

• Design and execute custom onboarding programs that will ensure our customers are able to achieve their goals with Kubecost products.

• Drive implementations to completion through proactive engagement and close collaboration with Product & Engineering.

• Track and report issues, and participate in issue triage and prioritization alongside the Product team.

• Work side-by-side with Product and subject matter experts to answer questions and resolve issues.

• Collaborate with Customer Success Management on a repeatable renewal and expansion pipeline.

• Monitor the overall health of our customers, tracking relevant metrics and escalating when necessary.

• Leverage your technical background to understand high-level engineering and infrastructure concepts as they apply to our product features.

• Play a key role in building the foundation of our Success team through major projects like mapping the customer journey and developing periodic review cadences and scripts.

• Embrace ambiguity and take on responsibilities outside your normal duties and/or comfort zone.

Required education

None

Preferred education

Bachelor's Degree

Required technical and professional expertise

• [must have] Kubernetes experience, troubleshooting experience (3+ years)

• [must have] Cloud experience (IAM Roles, policies, etc.) - at least 1 of 3

• [must have] Helm experience (1 year)

• [nice to have] Prometheus experience (1 year)

• [nice to have] worked with self-hosted/hosted products

Preferred technical and professional experience

• A healthy dose of both technical and customer-facing experience.

• 3+ years of deep, hands-on Kubernetes experience (nobody is too technical for this position!).

• 1+ years of experience with at least one of the main cloud providers (AWS, GCP or Azure)

• Experience with or a general understanding of the following projects: Helm, Prometheus, Thanos, or Grafana and ability to quickly learn

• A proven track record of delighting customers, both big and small.

• Familiarity with the SaaS customer journey and a proven track record of successfully managing a portfolio of 30-50 enterprise accounts.

• Demonstrable clarity of thought and top-notch organizational skills.

• Flexibility, adaptability, and a positive, solution-oriented mindset.

• An appetite to constantly be learning and working with emergent, exciting technology.

• Impeccable communication abilities (written, verbal, and presentation) and unassailable judgment.

• Strong leadership skills, with the ability to talk to a variety of stakeholders-both technical and executive.

ABOUT BUSINESS UNIT

IBM Software infuses core business operations with intelligence-from machine learning to generative AI-to help make organizations more responsive, productive, and resilient. IBM Software helps clients put AI into action now to create real value with trust, speed, and confidence across digital labor, IT automation, application modernization, security, and sustainability. Critical to this is the ability to make use of all data, because AI is only as good as the data that fuels it. In most organizations data is spread across multiple clouds, on premises, in private datacenters, and at the edge. IBM's AI and data platform scales and accelerates the impact of AI with trusted data, and provides leading capabilities to train, tune and deploy AI across business. IBM's hybrid cloud platform is one of the most comprehensive and consistent approach to development, security, and operations across hybrid environments-a flexible foundation for leveraging data, wherever it resides, to extend AI deep into a business.

YOUR LIFE @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

ABOUT IBM

IBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

OTHER RELEVANT JOB DETAILS

IBM offers a competitive and comprehensive benefits program. Eligible employees may have access to:

• Healthcare benefits including medical & prescription drug coverage, dental, vision, and mental health & well being
• Financial programs such as 401(k), the IBM Employee Stock Purchase Plan, financial counseling, life insurance, short & long- term disability coverage, and opportunities for performance based salary incentive programs
• Generous paid time off including 12 holidays, minimum 56 hours sick time, 120 hours vacation, 12 weeks parental bonding leave in accordance with IBM Policy, and other Paid Care Leave programs. IBM also offers paid family leave benefits to eligible employees where required by applicable law
• Training and educational resources on our personalized, AI-driven learning platform where IBMers can grow skills and obtain industry-recognized certifications to achieve their career goals
• Diverse and inclusive employee resource groups, giving & volunteer opportunities, and discounts on retail products, services & experiences

We consider qualified applicants with criminal histories, consistent with applicable law.

This position was posted on the date cited in the key job details section and is anticipated to remain posted for 21 days from this date or less if not needed to fill the role.

IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.

The compensation range and benefits for this position are based on a full-time schedule for a full calendar year. The salary will vary depending on your job-related skills, experience and location. Pay increment and frequency of pay will be in accordance with employment classification and applicable laws. For part time roles, your compensation and benefits will be adjusted to reflect your hours. Benefits may be pro-rated for those who start working during the calendar year.