From 37c795231dd1a1be74d265149a4dbfbec2261325 Mon Sep 17 00:00:00 2001 From: Esmewieringa Date: Wed, 17 Dec 2025 14:31:45 +0100 Subject: [PATCH] Create Customer Succes Manager --- .../job-descriptions/Customer Succes Manager | 104 ++++++++++++++++++ 1 file changed, 104 insertions(+) create mode 100644 src/handbook/peopleops/job-descriptions/Customer Succes Manager diff --git a/src/handbook/peopleops/job-descriptions/Customer Succes Manager b/src/handbook/peopleops/job-descriptions/Customer Succes Manager new file mode 100644 index 0000000000..b999bae8fd --- /dev/null +++ b/src/handbook/peopleops/job-descriptions/Customer Succes Manager @@ -0,0 +1,104 @@ +--- +navTitle: Customer Success manager +navGroup: Job Descriptions +--- +# Customer Success manager + +## Job Description +Remote (EU / US time zones) + +As a Customer Success Manager, you will be responsible for ensuring our customers achieve long-term success with FlowFuse. You will guide new customers through onboarding, help them scale their Node-RED deployments, and work closely with them to understand their goals, challenges, and roadmap. +You’ll collaborate cross-functionally with Sales, Product, Engineering, and Support to ensure customers get maximum value from FlowFuse and that their feedback directly influences our product direction. +This role is ideal for someone who enjoys working with technical users, is proactive in problem-solving, and thrives in a fast-moving environment. + +## What You’ll Do +* Own a portfolio of Pro and Enterprise customers across their entire lifecycle +* Lead onboarding sessions, blueprint workshops, and regular check-ins +* Run QBRs, roadmap alignment calls, and expansion conversations + +* Understand customer goals and ensure FlowFuse helps them achieve measurable outcomes +* Create and maintain use case summaries, roadmap alignment documents, and success plans +* Monitor customer usage, adoption, and health signals to identify risks early +* Manage renewal timelines, coordinate with Sales, and support expansion opportunities +* Provide clear and structured product feedback to the Product and Engineering teams +* Collaborate with Support to ensure customer issues are resolved quickly +* Contribute to improving internal playbooks, templates, and CS processes +* Become a FlowFuse product expert and help customers get the most out of new features + + +## Skills +* 2+ years experience in Customer Success, Account Management, Solutions Engineering, or related field +* Experience working with technical users (developers, engineers, operations teams) +* Strong communication skills — both written and verbal +* Ability to run structured customer meetings: onboarding, quarterly reviews, roadmap sessions +* Comfort with discussing basic architecture, deployment, and product configuration +* Highly organized, proactive, and able to manage multiple accounts independently +* Understanding of SaaS metrics (NRR, churn, expansion, onboarding milestones) + + +## Nice to Have +* Experience with Node-RED, low-code platforms, MQTT, or industrial/IoT software +* Working knowledge of GitHub, containers, or DevOps tools +* Experience at an early-stage startup +* Ability to contribute to process or documentation improvements +* Familiarity with managing Enterprise customers or multi-site deployments + + + +## 90 day plan + +## Week 1 - 4 +* You’ll focus on learning FlowFuse, understanding our customers, and becoming comfortable with our product and processes. +You will: + * Complete onboarding and become familiar with the FlowFuse platform and Node-RED fundamentals + * Learn our CS processes, tools, and workflows (HubSpot, playbooks, renewals, QBRs) + * Shadow customer calls including onboarding, blueprint sessions, QBRs, and roadmap conversations + * Review a portfolio of customers, their use cases, health indicators, and renewal timelines + * Meet team members across CS, Product, Sales, Support, and Engineering + * Start supporting onboarding tasks with guidance + + +## By the end of this period, you will be able to: + * Walk through the FlowFuse platform confidently + * Run basic onboarding steps + * Summarize customer use cases and account status + + +## Week 5 - 8 +* You’ll begin taking ownership of customers and running calls independently. +You will: + * Take ownership of a portfolio of Pro and Enterprise customers + * Lead onboarding calls, check-ins, and QBRs with growing independence + * Identify early expansion opportunities and risks + * Send structured customer update emails + * Capture clear meeting notes and next steps in HubSpot + * Collaborate with Sales on renewal preparation and pricing conversations + + +## By the end of this period, you will be able to: + * Independently run onboarding, QBR, and value discussions + * Provide structured product feedback internally + * Manage renewal timelines with AE support + + + +## Week 9 - 12 +* You’ll be fully responsible for your customer portfolio and begin contributing to how FlowFuse scales Customer Success. +You will: + * Fully own all aspects of the customer lifecycle: onboarding → adoption → renewal → expansion + * Proactively manage risks + * Drive expansion opportunities with clear commercial structure + * Maintain a consistent customer communication cadence + * Propose improvements to CS processes or documentation + * Provide structured insights to Product on customer needs and patterns + + +## By the end of this period, you will be able to: + * Independently manage a mature customer portfolio + * Run renewal and expansion conversations with minimal support + * Influence internal processes and documentation + * Deliver predictable customer outcomes aligned with NRR targets + + + +