Customer Success Manager

If you’re like us, you agree that open source software is a wonderful and unique gift that the community of software developers across the world have given to each other. At FOSSA, we want to proliferate its usage with our software supply chain management platform that helps our customers know what licenses, vulnerabilities, and dependencies go into their software as they utilize open source software packages. And we won’t rest until all companies, big and small, love and feel as comfortable with using open source as we are.

FOSSA is a rapidly growing series-B company with a truly distributed team. While our roots are in San Francisco, our growing team has members in several countries across many time zones. We’re always working to find the perfect balance of effective approaches to distributed work, while maintaining the direct personal connections that help us work better together and love our jobs.

Your Mission:

You are an experienced and highly engaging Customer Success Manager with big ambitions! You love building long-term, lasting customer relationships and want to roll up your sleeves and work through difficult challenges. You thrive on value creation and you want to help design and build a world-class customer success experience. You have enough technical know-how to solve challenges, leaning on your team members to help get you through the more difficult and intricate technical opportunities. First and foremost, you don’t ever give up, you embrace adversity and tackle difficulties head-on.

Responsibilities:

• Ownership and accountability over FOSSA’s most valued and valuable clients

• Guide and support your customers through the FOSSA customer journey, from onboarding, through adoption, expansion, renewal and advocacy

• Establish, maintain, and grow relationships within your book of business

• Identify and call out account risks (churn) as well as expansion (upsell) opportunities

• Partner closely with Customer Success technical resources on the team to drive highly technical, often complex integrations and outcomes for our customers

• Continuously work to find and cultivate new champions within customers, maniacal focus on being viewed as trusted open-source advisors within our customers

• Think and act “customer-first”, collaborating closely with all key parts of FOSSA (Success Architects, Sales, Engineering, Product, Finance, etc.)

Qualifications:

• At least 5 years of Customer Success Management / Account Management experience

• Proven track record of managing 7-figure ARR customers, achieving 130%+ net dollar retention

• Proven track record of managing $5+ Million in ARR

• Prior experience with a highly technical product required, able to work closely with other CS technical resources to deliver customer value

• Clear and concise communication abilities, internally and externally

• High degree of communication confidence, able to speak with authority and lead customer engagements to mutually favorable outcomes

• High degree of proficiency in Salesforce CRM, Google Suite, Modern SaaS CS tools (ClientSuccess, Catalyst.io, Metadata, etc.)

• Previous SaaS experience

• Emotional intelligence, ability to pick up interpersonal, unspoken communication with an ability to leverage this to drive better outcomes

• Ability to travel up to 20% of the time to meet with customers as needed

• Tolerance for ambiguity, we are a startup, we are figuring it out as we do it

• Ready to bring your whole self to the job, be authentic and have a sense of humor

• “Get it done” / “I own this” mindset

Why you'll love working at FOSSA:

• Amazing team culture and environment

• Named by Built In as Best Start-up to work for 2024, 2025, 2026 and Forbes 2022

• Competitive salary and equity package

• Unlimited PTO

The annual cash compensation range for this position is $120,000 - $160,000 OTE USD. Final compensation will be determined based on experience and skills and may vary from the range listed.

FOSSA is an equal-opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.