Hiring a Customer Success Manager

By Christophe Dujarric, on May 15, 2018

The role

Blackfire.io, the best solution for PHP developers to understand and improve their code’s performance in dev, test, staging and production, is looking for a Customer Success Manager. The position, requiring a web development background, is responsible for understanding the customer’s technical stakes, and support them in choosing the appropriate Blackfire solution and implementation. It includes pre-sales, sales, customer onboarding and support activities. The position communicates tightly with the product development team to provide them with customer feedback, and stay updated about any new feature change or bug fix which should be communicated to customers.

Who we are

Blackfire is a spin-off company from SensioLabs, the creator of Symfony, the PHP Open Source project. Blackfireio is a SaaS tool for developers to analyze and improve their PHP code’s performance via profiling and testing practices, during development continuous integration and continuous deployment, as well as in production.
Showing a steady growth since the start of its commercial activity in 2015, Blackfire has built strong business partnerships and customer base.

Key tasks & responsibilities

  • Pre-sales:
    • Product demonstrations
    • Evangelization, objection management
  • Sales:
    • Assisting prospects to convert online via chat
    • Churn prevention
    • Offline sales (high touch customers)
    • Renewal of offline sales (high touch customers)
  • Customer onboarding
    • Tracking of performance and optimization of automated onboarding messages
    • Live (online) onboarding sessions of high touch customers
  • Support
    • 1st and 2nd level support
    • Reporting on support performance
    • Interface with tech team for 3rd level support.

Who we’re looking for

The successful candidate must have a deep understanding of web development technologies, and ideally has some PHP development background. Thriving for solving customer’s problems and being proactive on any adoption challenge they may face, the candidate must comprehend agile product development strategies and SaaS start-up focus requirements.
Excellent communication skills, team spirit and autonomy required.
French and fluent English are a must.
The position is open to remote work, or at our offices in France (Lille, Paris or Nantes).

Contact & submissions

Please submit applications via e-mail. We’ll get back to you ASAP.

 

Christophe Dujarric

Christophe is the Product guy at Blackfire. He has been working in several start-up companies, helping them to make and sell products out of technologies. He’s involved in every step of the product’s lifecycle, from strategy to design and sales, and loves to coach on product management methods.