Senior Customer Success Professional

5 days ago

Melbourne, Victoria, Australia HashiCorp Full time

This is a Senior Customer Success Engineer role at HashiCorp. We are looking for someone to work in a high-performance environment and serve as a product or solution subject matter expert, providing customers with deep technical guidance throughout their customer journey.

The ideal candidate will have 7+ years of experience with solution architecture, sales engineering, or equivalent experience.

The salary range for this position is $150,000 - $200,000 per year.

We are based in Australia and occasionally travel domestically and internationally.

  • As a Senior Customer Success Engineer, you will help clear technical blockers, optimize solution design, and accelerate time-to-value for customers adopting HashiCorp tooling.
  • You will demonstrate practical technical expertise across the HashiCorp stack to help customers address their business challenges with our technologies.
  • You will drive effective implementation of HashiCorp tooling, increase customer value attainment through expanded product uptake, and secure on-time renewals and expansions of customer investments in the HashiCorp toolchain.

Key Responsibilities:

  • Responsible for the success of your assigned customer accounts throughout the customer journey, from onboarding through adoption and expansion/extension/renewal phases, as measured by customer product consumption, health, retention, and growth.
  • Serve as a subject matter expert for customers' usage of our tools to solve business challenges, providing customers with technical and business-oriented guidance at strategic points throughout their customer journey.
  • Establish and maintain an understanding of the overall HashiCorp technology portfolio, and leverage this knowledge in conjunction with business insights to help improve customer application deliver and to help customers use HashiCorp tooling to drive measurable value-based outcomes.
  • Understand and document customer goals, challenges, business objectives, and technical requirements to provide solutions, guidance, and engagements tailored to each customer's needs.
  • Ensure timely creation and upkeep of account health scores, notes, and calls to action.
  • Partner with aligned account sales teams to identify, handle, and mitigate customer risk across the customer lifecycle with HashiCorp, and to identify and develop opportunities to expand the depth and breadth of customer utilization of the HashiCorp toolchain.
  • Work cross-functionally with internal partners in product and engineering teams to translate customer business requirements into additional features to improve our product offerings.
  • Lead and coordinate account recovery actions for escalated customers, driving their successful de-escalation and return to normal health.

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