Responsibilities

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

• Own the post-sales journey for our enterprise customers, focusing heavily on driving adoption and consumption.
• Build relationships with key stakeholders—from VP of Engineering to individual Tech Leads.
• Move beyond ad-hoc support to build repeatable "success plans" to proactively intervene when usage dips or blockers arise.
• 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.
• Channel feedback from key users back to Engineering teams to help inform the Product roadmap.
• Lead onboarding workshops and business reviews that educate teams on best practices.
• Act as the front-line support for your accounts, and help troubleshoot any customer inquiries; no problem is too small for you to handle.

Qualifications

What You Bring

• 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.
• Strong understanding of technical products and an ability to translate the use of these technical products into business value and outcomes for customers.
• A builder mindset—you are excited to help build the function, not just fill a seat. You are comfortable with ambiguity and move fast.
• Familiarity with broader developer tooling ecosystem and practices is a plus.
• Experience in a high-growth startup environment where roles are fluid and ownership is high is desirable.

The team goes into the office 5 days a week in San Francisco, New York City, or London.