Job overview
As a member of our Customer Success team, you'll onboard, guide, and support customers as they adopt Swarmia into their daily work. You'll work closely with a small group of experienced technical Customer Success Managers and partner with Sales and Product to shape how we support fast growing startups and mid market companies in the region.
Swarmia is designed to be flexible and opinionated, while still adapting to how different engineering teams work. You'll become a product and domain expert in engineering analytics and developer productivity, helping customers make better decisions about how they build software and run engineering teams.
This is a
hybrid role based in New York
, with regular in-office collaboration.
About Swarmia
Swarmia is a fast-growing B2B SaaS company that helps some of the best software companies in the world, including Miro, Superhuman, and Bolt, measure and systematically improve developer productivity and experience. We’ve built an international team of talented people who work from our HQ in Helsinki, our office in NYC, as well as remotely from other parts of the US.
In this role you will
- Own and manage a portfolio of mid market customers
- Lead onboarding, implementation and adoption to ensure customers reach value quickly
- Build strong relationships with engineering leaders and product teams
- Proactively monitor customer health and address risks before they escalate
- Run regular check ins focused on outcomes, not just product usage
- Identify expansion opportunities and partner with Sales when accounts grow
- Manage renewals for your book of business
- Collect and synthesize customer feedback to influence product decisions
You should apply if
- You have three plus years of experience as a Customer Engineer, Sales Engineer, Solutions Engineer, Technical Account Manager, or Technical Customer Success Manager in B2B SaaS. Ideally in developer tools or products built for engineering teams.
- You are technical enough to earn the trust of Engineering and Product Leadership. You understand software development workflows, CI/CD, Git, Jira, and how modern teams ship code.
You should not apply if
- You tend to thrive with a more focused book of larger customers. In this role, you'll manage a book of dozens of mid-market customers, balancing personalized relationships with efficient, scalable support.
- You are looking for a relationship only role with light product involvement. You will regularly discuss integrations, data quality, metrics definitions, engineering workflows, and configuration choices with technical stakeholders.
- You expect renewals and upsells to be the main focus of the role, while not focusing on adoption, engagement, and helping the customer achieve their business goals.
Interview process
Our interview process is thoughtful and thorough. We want to make sure that every person who joins Swarmia is set up for success, and that you have enough information to decide whether Swarmia is the right place for you. The process for this role is as follows:
- Intro call with recruiting
- Hiring manager interview
- Role play customer demo interview
Benefits
- The range provided is the role’s On Target Earnings ("OTE") range, meaning that the range includes both the commissions/ bonuses target and annual base salary for the role
- Meaningful equity
- Comprehensive benefits, including 401(k) matching
- Flexible model of work
- Great work-life balance — we’re a startup, but we don’t work at an unsustainable pace (many of us have kids and other responsibilities beyond work)
Swarmia provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We’re committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.
