Customer Success Manager

Engineering teams shouldn’t be in the dark when it comes to the performance of their mobile apps and user experiences. With our industry-leading mobile observability technology, Embrace aims to give SRE and DevOps teams better insight into what matters most – their users – by tying mobile performance data to backend observability insights.

As the only user-focused, mobile-first observability solution built on OpenTelemetry, Embrace delivers crucial insights across both DevOps and mobile teams to illuminate real customer impact – not just server impact – to deliver the best app experiences. Customers like The New York Times, Marriott, Masterclass, Home Depot, and Cameo love Embrace’s mobile observability platform because it makes extremely complicated and voluminous data actionable.

We have an exciting role within the company to contribute to the growth of Embrace’s highly differentiated and game-changing mobile observability offering.

About the Role

We’re looking for a passionate and experienced Customer Success Manager to own our customer relationships end-to-end and elevate the current customer experience with our product. We take pride in working with our customers’ mobile teams to help align with their company’s initiatives and become a critical partner in their team’s success. If you’re excited to work with a talented team and awesome mobile-first customers, we want to talk to you!

What You’ll Do

• Own the customer lifecycle from onboarding to renewals
• Provide stability and performance improvement insights about our customers’ mobile app to drive recommendations that will directly increase revenue and user engagement
• Demonstrate implementation strategies for integrating new features and releases
• Manage the overall relationship and strategic direction with the customer - includes interactions with the CTO, VP of Engineering, DevOps Team, Product Team and individual mobile engineers
• Ensure that our customers are leveraging the solution effectively and demonstrate ways in which our product creates value by being an Embrace expert
• Manage communication between our customers and internal teams to resolve technical issues

Basic Qualifications

• 3 - 5 years of experience owning and managing accounts with proven track record of retention
• Demonstrate self-directed ability to manage simultaneous, complex engagements with minimal supervision by implementing processes and directives
• Excellent written and verbal communication skills with high emotional intelligence
• Ability to travel up to 20%

Preferred Qualifications

• Ability and comfort while talking pricing and upsells
• Excited to work in an ever-evolving and fluid solution-oriented environment
• Technical aptitude, interest, or background (CS, math, sciences, etc.)
• High competency and low ego - you have a passion for helping people both inside and outside of your company

Culture Values

• Perspective - seeking to understand others’ perspectives
• Investing - investing in discovering value, unprompted
• Honesty - delivering brutal honesty kindly
• Simplest - finding the simplest solutions by focusing on outcomes
• Ownership - empowering yourself and others through solutions, not answers
• Dark Humor - finding levity together, even when tackling hard problems

Why join Embrace?

Embrace is a member of the Cloud Native Computing Foundation (CNCF) and counts Adidas Runtastic, Cameo, GOAT, Hatch, Ibotta, Marriott, The New York Times, Wildlife Studios, Yahoo!, and many more as customers. Embrace is supported by NEA, AV8 (Allianz), Greycroft, YCombinator, and Eniac along with investments from the founders of PagerDuty, MoPub, Testflight, Sendbird, and Scopely. Embrace was selected by YCombinator to participate in the highly selective YC Growth program for their highest potential growth-stage companies. Embrace is based in Culver City, the Bay Area, Buenos Aires, and London. The repeat founding team also started Scopely, a $3B+ unicorn mobile startup.

Companies rely on the Embrace to connect end-user data to engineering decisioning to drive deeper understanding, achieve SLOs, and improve business objectives. Embrace’s distribution for OpenTelemetry gives teams the transparency, portability, and extensibility they want in modern observability instrumentation, while Embrace's data backend and analysis platform is enterprise-supported for powerful mobile performance insights. By tying frontend mobile telemetry to backend performance data, Embrace helps companies modernize their observability practice, resolve app performance issues, and deliver the best user experiences possible.

On target earnings (OTE) for this role are $125K - $155K. There is, in addition, equity offered in the form of options, health / vision / dental benefits, free PTO, and the opportunity to learn and excel in a growth stage tech organization.