Principal Customer Success Manager - Remote

Overview

Gruntwork is on a mission to transform the way DevOps is done. We are globally recognized both for our open-source tools used by thousands of companies from startups to Fortune 500s, and our thought leadership on how DevOps should be done. As a bootstrapped, profitable company with no investors or debt, we control our own destiny and are focused on building a company that customers love.

In Short

• Act as the primary point of contact for strategic accounts, ensuring their success from onboarding to adoption, expansion, and renewal.
• Partner with Sales to drive expansion opportunities and improve net revenue retention (NRR).
• Partner with customers to define success metrics, identify use cases, and deliver measurable outcomes using Gruntwork’s DevOps Foundation platform.
• Develop trusted relationships with CTOs, VPs of Engineering, and DevOps leaders.
• Proactively monitor customer health, identify risks, and develop action plans to prevent churn.
• Serve as the voice of the customer, sharing insights and feedback with product and engineering teams.
• Contribute to the evolution of Gruntwork’s customer success programs.

Requirements

• 8+ years of experience in customer success, account management, or technical consulting.
• Strong understanding of cloud infrastructure (AWS, Azure, GCP) and DevOps practices.
• Ability to think strategically and identify growth opportunities.
• Exceptional communication skills with executive stakeholders.
• Proactive and solutions-oriented approach to customer challenges.
• Comfortable using data to track customer health and measure success.
• Proven ability to mentor and guide team members.

Benefits

• Incentives for net expansion based on customer satisfaction.
• Play a key role in shaping the success of our customers.
• Opportunities for professional development and career advancement.
• 100% remote work in a high-trust environment.
• Competitive base salary, performance-based bonuses, and above-market equity.
• $1,000 USD monthly budget for workspace, health, and learning.
• Regular in-person meetups in beautiful locations.
• Profit-sharing bonus based on company performance.
• Opportunity to shape the future of DevOps.