We are hiring an Enterprise Customer Success Manager to work with our most strategic accounts and help scale their adoption, enablement and usage of Factory. In this role, you will own a portfolio of key accounts and act as the main point of contact in their journey to adopt Factory.
This is a hands-on role for someone who thrives in ambiguity and wants to help build a generational company. You will shape the playbooks, influence the roadmap, and define what "success" looks like for engineering teams.
What you will do and achieve:Drive Consumption & Value: Own the post-sales journey for our enterprise customers, focusing heavily on driving adoption and consumption.
Strategic Partnership: Build relationships with key stakeholders—from VP of Engineering to individual Tech Leads.
Operationalize Success: Move beyond ad-hoc support to build repeatable "success plans” to proactively intervene when usage dips or blockers arise.
Secure Renewals & Expansion: While consumption is your north star, you will lay the groundwork for long-term NRR by proving clear ROI and working with the Account Director to identify opportunities for expansion into new teams and business units.
Voice of the Customer: Channel feedback from key users back to Engineering teams to help inform the Product roadmap.
Enablement & Evangelism: Lead onboarding workshops and business reviews that educate teams on best practices.
Hands-on Support: Act as the front-line support for your accounts, and help troubleshoot any customer inquiries; no problem is too small for you to handle.
2-4+ years of experience in a customer facing role (Customer Success, Account Management, Solutions Engineering, or Consulting), ideally supporting enterprise customers at a technical product company.
Commercial and technical fluency: Strong understanding of technical products and an ability to translate the use of these technical products into business value and outcomes for customers.
Builder Mindset: You are excited to help build the function, not just fill a seat. You are comfortable with ambiguity and move fast.
DevTools Experience: Familiarity with broader developer tooling ecosystem and practices
Startup Experience: You’ve worked in a high-growth environment where roles are fluid and ownership is high.
Location: This role is open to San Francisco, New York City, or London.
Factory London, England Office
London, UK, United Kingdom
