Senior Customer Success Manager

• Position: full-time, indefinite contract
• Location: Remote (desired time zone between UTC-3 and UTC+3)
• Compensation: 45.000 - 60.000 EUR/year + stock options (both based on seniority level)
• Benefits:
  • Fully remote work & flexible hours;
  • 37 days/year of vacation & holidays;
  • Health insurance allowance;
  • Company-provided equipment;
  • Remote work & equipment allowances;
  • Company-sponsored in-person events twice a year (in 2022, we met in Comporta, Portugal & Madrid, Spain!);
  • Great diverse & inclusive people-first culture.

About Athenian

At Athenian, our mission is to help engineering leaders build better software, faster by leveraging metrics and insights. We provide a data-enabled engineering platform that offers end-to-end visibility into the software delivery lifecycle.

We are a team of 25+ working remotely across the world. We’re committed to building a healthy and diverse team of individuals who are ready to grow and care about our mission and values.

We’re looking for individuals from all backgrounds to join us in building the next category leader in the space together with our amazing investors, and customers, large and small.

About the role

As a Customer Success Engineer at Athenian, you will partner with our customers and be responsible for their onboarding and implementation. Our goal is to train them on how to use our product and support them on the rollout of Athenian throughout their teams. You will be tasked with keeping their experience at the highest possible level and be responsible for a smooth onboarding and implementation.

This is not a typical CSM role - we are looking for someone capable of supporting engineering teams and engineering leaders. We are looking for someone with previous experience working close to engineering teams.

More specifically - our Customer Success Manager will coach and support our leaders throughout the cultural transformation that becoming data-driven entails. While engaging in deep discussions around engineering processes and practices, you’ll need to act as a coach and be available to help them define and implement processes that will help customers become more mature organizations.

Internally, you can expect to help write technical documentation and develop content generally to support our team in becoming increasingly more scalable and allow our customers to become more and more autonomous. You’ll be the voice of the customer within Athenian; you’ll represent customer needs and challenges to our internal teams and you’ll act as the promoter of a customer-first mindset that keeps pushing our product and team to be extremely customer-centric.

 

Skills & Experience

• Full professional proficiency in English, written and spoken. The ability to communicate comes first, no matter the level of technical skills.
• Ability to explain complex information to customers clearly and concisely;
• Has worked as an Agile Coach, TPM, or similar change management roles;
• Strong coaching and mentoring skills;
• Previous experience in designing and implementing organizational processes;
• Basic knowledge on Agile, Devops, XP and other development methodologies;
• Eagerness to understand what the customer needs, supporting them with our product, documentation and training;
• Process and detail oriented;
• High sense of urgency;
• High-level of autonomy and get it done attitude.

 

Culture at Athenian

• We are inclusive and welcome diversity. We encourage applicants from all backgrounds to apply. 
  
• Athenian is a fully remote company. At the moment, we are 25+ people from several different countries working closely together in a fully-distributed way. Hours are flexible, and you set your own schedule. Freedom comes with responsibility and we focus on outcomes. We put a lot of value into collaboration and feedback, no matter if it comes from our CEO, a customer, Product, or Engineering because we know that the best ideas can come from anywhere.
  
• We believe in transparency and collaboration, which reflects how we operate internally and externally. We believe in moving fast in the right direction, velocity > speed. We play to win and are ready to be brave and loud. We all have ownership to make brave decisions quickly (when easily reversible) that allow us to care for our clients and mission. We believe we need to be loud in a space that is just starting and where Athenian can play a critical role. We play to win because we believe the way we are solving for, can have a disproportionately meaningful impact in the lives of engineers everywhere.
  
• We are humane and care about each other's growth and well-being. We’re playing to win, so we work as much on our craft as on our body and mind, and we do it as a team. 
  

 

Process

The hiring process is composed of multiple steps where you’ll have the opportunity to meet key members of the team, it’s a two-way process for both you and Athenian to find out more about each other. All stages are completed remotely and can take a week or however long you’d be comfortable with - we adapt to your schedule.