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Senior Customer Success Manager (Heroku)

Role Overview

The Senior Customer Success Manager at Heroku is responsible for driving customer adoption, engagement, and growth across the Heroku platform. You would act as the main point of contact for a portfolio of enterprise and high-value startup customers, ensuring they derive maximum value from Heroku’s Platform-as-a-Service (PaaS) offerings. The role involves strategic relationship management, technical advocacy, and close collaboration with product, sales, and solutions engineering teams.

Key Responsibilities

1. Customer Relationship Management

* Act as the trusted advisor and primary point of contact for a portfolio of strategic Heroku customers.
* Develop and nurture relationships with key stakeholders (e.g., CTO, DevOps leads, product managers, developers).
* Lead regular touchpoints (QBRs, check-ins) to review usage, product feedback, and business outcomes.

1. Customer Advocacy & Success Planning

* Define and execute success plans tailored to each customer’s objectives and technical environment.
* Proactively identify adoption barriers, craft solutions, and champion customer needs internally at Heroku.
* Collaborate cross-functionally (sales, support, product) to facilitate customer onboarding, rollout, and continued platform usage.

1. Adoption & Growth

* Drive platform adoption by educating customers on new features and best practices.
* Identify expansion opportunities (upsells, cross-sells) in collaboration with the sales team.
* Encourage and facilitate internal evangelism within the customer’s organization, highlighting benefits of Heroku’s developer-centric approach.

1. Technical Guidance

* Partner with Heroku engineers and support teams to troubleshoot issues and optimize applications.
* Conduct basic app architecture reviews, guiding customers on Heroku’s add-ons, data services, and integration with Salesforce solutions.
* Deliver feedback to product teams on desired features, usability improvements, and industry trends.

1. Retention & Renewals

* Use data-driven health metrics (adoption rates, usage trends) to identify at-risk accounts and intervene proactively.
* Develop compelling ROI narratives to support renewals and continued investment in Heroku’s services.
* Own renewal forecasting and execution, ensuring a smooth renewal process for assigned accounts.

Qualifications & Skills

* Experience: 5–8+ years in customer success, account management, or related roles, preferably within SaaS/PaaS.
* Technical Acumen: Comfortable discussing cloud computing, modern app development, DevOps practices; ability to speak to Heroku’s platform benefits at both a high level (strategy) and moderate level (basic technical knowledge).
* Relationship-Building: Proven track record of engaging with enterprise stakeholders, setting success criteria, and coordinating multiple projects or work streams.
* Analytical & Data-Driven: Ability to interpret usage analytics and proactively address customer adoption patterns.
* Communication: Strong presentation and storytelling skills to demonstrate the value of the Heroku platform.
* Collaboration: Experience working with cross-functional teams (sales, product, solutions engineering) to meet customer needs.
* Education: Bachelor’s degree or equivalent experience (in Computer Science, Business, or related field often preferred).

Competencies

* Strategic Mindset: Ability to see the big picture of customers’ business objectives and advise on how Heroku (and Salesforce products) best fit.
* Customer-Centric: Empathy and strong customer advocacy, ensuring their success drives your decision-making.
* Results-Oriented: Focus on measurable outcomes, including adoption metrics, retention rates, and revenue growth.
* Problem-Solver: Aptitude for diagnosing issues, providing creative solutions, and rallying resources quickly.

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