At JFrog, we’re reinventing DevOps to help the world’s greatest companies innovate -- and we want you along for the ride. This is a special place with a unique combination of brilliance, spirit and just all-around great people. Here, if you’re willing to do more, your career can take off. And since software plays a central role in everyone’s lives, you’ll be part of an important mission. Thousands of customers, including the majority of the Fortune 100, trust JFrog to manage, accelerate, and secure their software delivery from code to production -- a concept we call “liquid software.” Wouldn't it be amazing if you could join us in our journey?
We are seeking a talented and experienced Senior Customer Success Manager for the Americas Customer Success team. In this role, you will oversee the activities which include helping our Enterprise customers adopt our multiple products and being the customer voice for internal teams which will include Support teams globally, Product managers, R&D teams, Sales, and Marketing.
As a Senior Customer Success Manager in JFrog, you will...
- Own the customer journey, driving happiness, adoption, and value realization from JFrog products, while ensuring customer retention, satisfaction, and adoption.
- Collaborate with internal teams (Sales, Product, Solution Engineering, Training) and external stakeholders to create and maintain a Success Plan with clear metrics addressing both immediate and future customer needs.
- Build trusted advisor relationships with customer executives, understanding their evolving strategy, industry trends, and shaping success plans accordingly. Act as the ‘voice of the customer’ to provide feedback to senior management and internal teams.
- Proactively monitor customer health, user trends, and identify risks. Leverage CRM tools (e.g., SFDC, JIRA) to track progress and recommend actions to drive adoption and mitigate risks.
- Conduct Business Reviews (e.g., QBRs) that focus on proving ROI and identify any potential risks and help increase customer adoption of key platform features and best practices to maximize ROI.
- Serve as a strategy and business partner and building champions within the customer’s organization to advocate for the platform.
- Maintain deep product knowledge, stay current with CI/CD technology trends, and manage communication channels across departments to ensure customers' evolving needs are met effectively.
To be a Senior Customer Success Manager in JFrog you need...
- Bachelor's degree in Computer Science or Computer Engineering (or equivalent) with 7+ years of experience as a Customer Success Manager or Technical Account Manager in an Enterprise software company.
- Customer-facing experience, including crisis and priority management for both inbound and outbound communications, with a focus on international enterprise customers.
- Knowledge of DevOps and DevSecOps practices and familiarity with CI/CD tools (e.g., GitHub, Jenkins, Artifactory, Maven, Docker) in software development and delivery.
- Strong problem-solving, communication, and interpersonal skills with proven ability to build rapport and trust with all stakeholders including C-suite executives.
- Analytical mindset with the ability to interpret data and provide actionable insights.
- Self-motivated, detail-oriented, and able to manage competing priorities in a fast-paced environment.
- Willingness to work weekends and holidays on occasion, with a commitment to continuous learning and personal growth.
WHAT JFROG CAN OFFER…
- At JFrog, base salary is only one component of our compensation package.
- This position has a base salary range between $165,000 to $180,000. Base salary will be based on your skills, qualifications, experience, and location.
- JFrog embraces hybrid work: 3 days in office / 2 days remote.
- This position also includes an equity package of restricted stock units (RSU). In addition, JFrog employees are eligible to participate in our Employee Stock Purchase Plan.
- JFrog provides employees with comprehensive benefits including medical, dental, vision, retirement, wellness, and much more!
JFrog is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status or any other category protected by law.
