Create Customer Succes Manager

src/handbook/peopleops/job-descriptions/Customer Succes Manager

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+---
+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
+
+
+
+