Customer Success Manager

Stream is looking for a Customer Success Manager to join our growing Customer Success team.

Responsibilities:

• Own the post-sales customer journey of our Enterprise Customer segment for your book of accounts
• Coordinate and run onboarding sessions with product and engineering teams
• Manage releases and go-lives of our customers using our products and ensure smooth deployments
• Use product knowledge to drive adoption of the features and challenge accounts with lower adoption to lower contraction and churn risks
• Hold Strategic Business Reviews with your largest customers
• Continually monitor the health of your book of business using our CSMP
• Own the data hygiene of your accounts and their paperwork in our systems
• Run the renewal cycles with your book of accounts, negotiate contracts, and partner with the accounts team for cross‑sell and upsell opportunities.

The ideal candidate for this position is someone who enjoys being customer-facing and gets job satisfaction from solving business‑related problems with great products.

• Have 3+ years of experience as an account manager or CSM
• Are not afraid to challenge the status quo of a workflow to define new best practices
• Are able to grasp technical products and concepts quickly
• Understand how to gauge the value a product provides to a problem
• Work seamlessly across departments – product, support, engineering, sales, and finance

Bonus Points:

• You have experience working with a high growth SaaS startup
• Have engineering experience (JavaScript, Ruby, Python, etc)
• Are proficient in using Salesforce, Hubspot, a CSMP (such as Churn Zero, Vitally, Gainsight)

Stream has a casual, social, and spirited culture. We are talented, highly technical, and collaborative which makes Stream a great place to learn and improve your skills. Our team is forward‑thinking and diverse and we all have different backgrounds which lends to our creativity and innovation. With offices in Boulder and Amsterdam, our employees represent 15 countries, 11 languages, and counting.

Our team is passionate about tackling difficult tech problems at scale by creating reusable components that allow product owners to ship apps faster, more securely, and with a better user experience. Our culture is oriented towards ownership and quality;
Our goal is to produce deliverable software.

• History of success. From Amsterdam to Boulder and Techstars in‑between, Stream has raised over $58.25M to build the best Chat Messaging & Activity Feed infrastructure available, with best‑in‑class support.
• Freedom and endless growth opportunities. As a rapidly growing startup (since 2020 we have gone from 30 to 150 employees), Stream gives you unique personal and professional growth opportunities. The opportunity of true ownership and accountability has a massive impact on your career. These are the things you can rarely experience in huge corporations.
• Be on the front line of progress and innovation. While working with cutting‑edge technology, we are passionate about tackling difficult tech problems at scale and creating reusable components for them, empowering engineering teams to ship apps faster, more securely, and with a better user experience.
• They believe in us: Stream is backed by leading VC companies (Felicis Ventures, GGV Capital, 01.Advisors, Techstars, Arthur Ventures), including backers like Dick Costolo (01 Advisors, ex‑CEO of Twitter), Olivier Pomel (CEO of Datadog), Tom Preston‑Werner (Co‑Founder of Git Hub), Nicolas Dessaigne (Co‑Founder of Algolia), Johnny Boufarhat (Founder and CEO of Hopin).

• 19+ days of paid time off plus 10 paid holidays
• Remote work flexibility
• Free health insurance for the employee and a discounted rate for dependents
• 401k contribution plan with 4% match
• Fitness stipend
• Company equity
• Dog‑friendly office!
• A Macbook Pro provided
• A Learning and Development budget
• Team lunches and plenty of snacks
• RTD pass + free parking pass on Pearl Street
• An office on Pearl Street in downtown Boulder
• 12 weeks paid parental leave for primary parents
• The opportunity to attend or present to global conferences and meetups
• The possibility to visit our office in…