Customer Success Manager

About Span

Span is dedicated to empowering engineering organizations to translate AI adoption into genuine productivity gains. As AI reshapes software development, companies that consistently enhance their teams' usage of AI tools will excel. Span provides an AI-native developer intelligence platform designed to enable these high-performing teams to thrive. We're a Series A startup with a lean, agile team delivering impactful solutions. Our collaborators include innovators like Ramp, Carvana, Intercom, and OpenTable. We are supported by esteemed founders and executives from leading tech firms and investors from multiple renowned funds.

Role Overview

We are seeking a Customer Success Manager who is enthusiastic about supporting engineering teams and turning technical insights into strategic advantages. This role involves cultivating strong relationships with engineering leaders, guiding customers through onboarding and best practices to maximize adoption and retention, and proactively identifying growth and risk opportunities.

Key Responsibilities

• Establish and nurture trusted relationships with engineering leadership to deeply understand their objectives and resolve obstacles.
• Lead onboarding processes, develop success plans, and facilitate adoption, retention, and account expansion.
• Serve as a primary consultant for customers, bridging AI effectiveness and developer intelligence solutions.
• Collaborate cross-functionally with Sales, Product, and Engineering teams to champion customer requirements and ensure outstanding service.
• Drive value-focused discussions regularly to help customers connect engineering intelligence with business outcomes.
• Identify internal advocates, expand platform usage across teams, and proactively detect potential churn risks.
• Innovate workflows, playbooks, and experimental approaches to scale customer success operations effectively.

Required Qualifications

• Minimum of 3 years in Customer Success or similar post-sales positions within SaaS environments.
• Experience collaborating with technical teams, particularly engineering leaders, within mid-market to enterprise organizations.
• Consultative mindset focused on solving complex challenges beyond standard procedures.
• Strong communication proficiency, able to engage with both technical and executive stakeholders.
• Adaptability to ambiguity combined with decisive action orientation.
• Highly organized with excellent follow-through abilities and proactive planning.
• Passionate about customer success and committed to helping clients flourish.

Preferred Qualifications

• Familiarity with engineering tools such as Jira and GitHub.
• Experience supporting technical or data-intensive products.
• Previous experience as an early Customer Success hire in a growing company.
• Skill in distilling complex concepts and designing scalable processes.

Compensation

The position offers a salary range between $95,000 and $200,000 annually.