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Job description

Customer Success Manager

What is Budibase?

Our mission at Budibase is to create the world’s largest ecosystem of business apps.

Before Budibase, a team of developers could spend months creating a business app.

With Budibase, developers, IT professionals, and even technical business users can create business apps in minutes.

We have been experiencing rapid growth with thousands of companies now using Budibase including Google, Microsoft, NFL and Oracle. We are also one of the fastest growing open-source projects on the planet, having gained over 18,000 stars on GitHub!

Budibase is a remote-first company with a HQ in Belfast and we are looking for a full-time DevOps engineer in the UTC timezone +/- 3 hours.

The role

• Work as a strategic advisor to your customer providing them with guidance on Budibase best practices. This could include running enablement sessions alone or with other internal Budibase team members, advising the customer on product features and best practices to accelerate the customer’s time to value and growth.
• Run product demos and workshops, pre-sale, for potential customers.
• Collect feedback and identify roadblocks from customers to inform internal teams including Product and Leadership on how Budibase can build a stronger product and go to market organization
• Act as the link between our customers and product engineering to help drive product development. You will be key in building the future roadmap of our product by acting as the Product team’s eyes and ears in this field.
• De-escalate and resolve critical customer issues and complaints by finding the best possible solution for both the customer and Budibase; this could include anything from navigating a customer outage to helping build a Budibase application.
• Build and execute account plans to drive growth across our customer portfolio.
• Work on internal projects to help build the Customer Success program; our expectation is that anyone in this role has the ability to create and teach best practices, new processes, and enablement to the broader organization.
• Document all customer interactions in internal systems, via Hubspot.
• Provide feedback and guidance to leadership on key signals within Budibase that indicate healthy or unhealthy customer accounts; as our product evolves, we’ll need to be constantly adjusting our engagement strategies based on these signals, which you’ll be in the best position to identify and share back with internal teams.
• Forecast expected churn and growth to senior leadership.

About you

• 3+ years experience working in a Customer Success, Account Management, Sales Engineering or other similarly customer-centric roles.
• A mind for technology - we’ll teach you about Budibase, but our customers and product are inherently technical, and you should have an aptitude to learn about concepts such as SQL, REST APIs, Web Development and DevOps.
• The ability to act with a high level of autonomy, you will be expected to take full ownership of your customer portfolio and make key decisions to drive effective customer outcomes; including
• Deciding when to include our leadership team in customer escalations
• How to de-risk or de-escalate customer issues and conflict
• An entrepreneurial mindset - we are an early-stage startup and this is a new role at Budibase. You will be required to both deviate from established procedures and often build entirely new processes or practices to ensure we best serve our customers.
• Team player and passion for collaboration - this role will work with some of our most strategic growth customers so must align closely to Sales, Professional Services, Tech Services, and the broader MDB ecosystem
• Prior exposure to web-development, databases, REST, cloud, and infrastructure technology is a plus.

Our stack

• Hubspot for sales and marketing.
• Front for support.
• Posthog, Metabase and Snowflake for Product analytics.
• Budibase is built with full-stack javascript, with connectors to a wide range of databases and APIs. Customers can use our SaaS platform or self-host on most cloud providers, or on-premise.

What we offer

• A great place to work. We understand the pressures of the modern world, so we offer flexible working - you can work fully remote, in an office (Belfast), or a mixture of both. We also have company away days, monthly lab days (a day for experimenting on whatever you want), and quarterly BudiDays (an internal Budibase hackathon).
• An exciting culture. We move fast. We value ownership and promise autonomy. And, most importantly, we invest in helping you reach your goals, whilst collectively hitting our own.
• We’ll treat you well. We offer a competitive salary, 25 days paid time off + local holidays, a great pension scheme, and a Macbook.
• We’re backed by incredible investors. Our investors include SignalFire, Angular Ventures, Guy Podjarny (Snyk), Ryan Hoover (Product Hunt), Ben Lang (Notion).

Job Types: Full-time, Permanent

Benefits:

• Company events
• Company pension
• Flexitime
• Work from home

Schedule:

• Flexitime
• Monday to Friday

Work Location: Remote

Reference ID: BB0000014