Introduction

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 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.