Enterprise Technical Advisor (Post-Sales Customer Success) [IC4]

Location

🌎 While we are an all-remote company and hire almost anywhere in the world, we have a preference for someone to reside in either Denver, CO or San Francisco, CA. However, if you feel qualified, we welcome you to apply regardless of location. No matter what, working hours must overlap with PST for at least 32 hours/week.

Preferred locations:

• Denver, CO
• San Francisco, CA

Why this job is exciting

You will have responsibility and growth potential in helping us shape and build our young team. As an Enterprise CSM (note: we refer to this role as an Enterprise Technical Advisor), you will manage the relationships with roughly 15 Enterprise customers. You’ll ensure your customer's developers love our product, remain happy customers and grow month over month. You'll also help our customers solve technical problems while driving key metrics like adoption, usage/consumption, NPS, NDR (Net Dollar Retention) and renewal rate.

📅 Within one month, you will…

• Start building a trusting relationship with your partners on Customer Engineering (pre-sales, Sales, and Support teams.
• Learn about our product, our value proposition, our customers & use cases, our team, and our processes.
• Join or review customer and prospect calls with some of our largest (Fortune 500) customers to understand their technical challenges and needs.
• Be assigned your first customers with whom you’ll begin to establish trusted relationships to earn and maintain credibility.

📅 Within three months, you will…

• Meet regularly with your customer champions and advocates; establish yourself as their key point of contact.
• Ensure your customers derive maximum value from their investment in Sourcegraph; develop account success plans based on insights and needs where necessary.
• Develop and implement tailored programs and playbooks, contributing to internal team strategy, that provide continued value to our customers and ensure long-term growth beyond just your assigned customers.
• Provide recommendations based on the customer's infrastructure and use cases, and provide feedback to internal teams as the voice of your customer.

📅 Within six months, you will…

• Drive the ultimate success of your customers, including their onboarding experience, ongoing feature adoption, renewal, and expansion.
• Engage customers in product betas, case studies, and webinars as applicable.
• Drive seamless onboarding processes and work cross-functionally with our support and services team to proactively lead successful deployments.
• Translate customer sentiment to internal teams and appropriately advocate for strategic product decisions. Be the voice of the customer.
• Solve technical problems with and for our customers.
• Proactively identify new opportunities for expansion and up-sell opportunities across your book of business by collaborating with the sales team to ensure subscription growth and increased solution footprint.

📅 Within one year, you will…

• Add meaningful bullets around what you expect this person to do within one year. What will you measure this person’s success against within one year? How is this tied to our company strategy and where we’re trying to go? 

About you

You are an enthusiastic, self-driven, and results-oriented post-sales specialist who shares our values and is passionate about nurturing healthy customers.

Your skill set:

• You are knowledgeable in the technical topics our customers deal with daily (migrations, code refactors, developer onboarding, etc.) and have the ability to partner with them on technical solutions both using and extending the Sourcegraph product. You use your technical skills to solve problems.
• You are an influential and strategic thinker who co-develops success strategies with customers and your account team counterparts (AE, etc.) to ensure we bring value to our customers and continue to solve their ongoing needs. You commonly report on the status via Business Reviews with documented KPIs and success metrics associated with use cases.
• You actively listen, synthesize information, communicate effectively, and present with confidence and customer empathy to various stakeholders (end-user devs to C-level stakeholders) and internal teams.
• You are proactive. You can collaborate with multiple stakeholders to identify opportunities, address complex political situations, and support customers throughout.
• You are naturally curious and seek to learn about product features and their benefits. You provide recommendations based on stated customer needs and use cases. You engage customers on relevant betas, updates, and educational material, as applicable.
• You are exceptionally organized and have strong project management skills. You are a strong adopter of tools and standardized processes to document customer conversation goals and project customer health scores across your entire book of business. You can prioritize effectively and can set and deliver on expectations.
• You are a team player who can proactively contribute to a positive environment that values people and work, openly share problems and successes, and work across teams to help refine processes and achieve goals. You can take responsibility for your actions and recognize mistakes as learning opportunities.
• Ideal location is Denver, CO or San Francisco, CA

Level

📊 This job is an IC4.  You can read more about our job leveling philosophy in our Handbook.

Compensation

💸 We pay you an above-average salary because we want to hire the best people who are fully focused on helping Sourcegraph succeed, not worried about paying bills. As an open and transparent company that values competitive compensation, our compensation ranges are visible to every single Sourcegraph teammate.

To determine your salary, we use a number of market and data-driven salary sources, along with your location zone, and target the high-end of the range to ensure we’re always paying above market regardless of where you live in the world. Both U.S. and international locations are divided into one of four zones, determined by the cost of labor index for each area. The starting salary for a successful candidate will be based on level, job-related skills, experience, qualifications, and location zone. Please note that these salary ranges may be adjusted in the future.

💰The target compensation for this role is $142,720 - $178,400 USD base + $35,680 - $44,00 USD variable ($178,400 - $223,000 USD on-target-earnings). 

Please speak with a recruiter for additional information regarding zone locations.

📈 In addition to our cash compensation, we offer equity (because when we succeed as a company, we want you to succeed, too) and generous perks & benefits.

Interview process

Below is the interview process you can expect for this role (you can read more about the types of interviews in our Handbook). It may look like a lot of steps, but rest assured that we move quickly and the steps are designed to help you get the information needed to determine if we’re the right fit for you… Interviewing is a two-way street, after all! 

We expect the interview process to take 5 hours in total. 

👋 Introduction Stage - we have initial conversations to get to know you better…

• [30m] Recruiter Screen
• [30m] Hiring Manager Screen

🧑‍💻 Team Interview Stage - we then delve into your experience in more depth and introduce you to members of the team, including cross-functional partners…

• [60m] Resume Deep Dive
• [30m] Cross-functional team collaboration 
• [30m] Peer
• [60m] Working Session

🎉 Final Interview Stage - we move you to our final round, where you gain a better understanding of our business and values holistically…

• [30m] Values
• [Time] Leadership with co-founder 
• We check references and conduct your background check

Please note - you are welcome to request additional conversations with anyone you would like to meet, but didn’t get to meet during the interview process.