Customer success manager

Location: Fully Remote

Pay: $62.50–$76.92 per hour

Schedule: Full-time

Overview

We are seeking an experienced Customer Success Manager II to guide our Enterprise customers throughout their entire lifecycle with Chromatic. You will act as a strategic advisor, drive enterprise-wide adoption, influence product value realization, and build long-term partnerships with senior engineering and product leaders.

Key Responsibilities

• Own a high-value Enterprise book of business and maintain strong executive-level relationships across Engineering, Product, Design, and Procurement.
• Serve as a strategic advisor on Chromatic and Storybook, helping organizations adopt the platform at scale and implement best practices.
• Lead complex renewal cycles and develop proactive retention strategies to consistently achieve Enterprise gross retention goals.
• Identify and close expansion opportunities, partnering with Sales or driving expansion motions as appropriate.
• Facilitate business reviews and value assessments for senior stakeholders, reinforcing ROI and uncovering new opportunities.
• Partner cross-functionally with Solutions Engineering, Sales, Product, and Engineering to ensure an exceptional end-to-end customer experience.
• Act as a senior voice of the customer by providing structured, actionable feedback that informs Chromatic’s product roadmap.
• Analyze product usage data, customer behavior, and business metrics to identify risks and opportunities within accounts.
• Create account plans for top Enterprise customers, tracking goals, adoption milestones, and expansion pathways.
• Maintain detailed documentation of account activity, insights, and stakeholder relationships to support cross-functional visibility.
• Communicate product updates and launches to ensure customers are informed and taking full advantage of new features.

Requirements

• 4–6+ years of direct customer management experience in Customer Success, Account Management, or a related SaaS role.
• Experience managing large, complex Enterprise accounts, including multi-team rollouts, renewals, and expansions.
• Strong executive presence and communication skills with the ability to advise senior engineering and product leaders.
• Ability to interpret product engagement and usage data to drive account strategy.
• Highly organized with strong follow-through across multiple Enterprise accounts.
• Curious, resourceful, proactive, and comfortable working in a fast-paced startup environment.
• Enthusiasm for developer tools and modern frontend engineering workflows.

Nice to Have

• Experience working in developer tools companies.
• Familiarity with frontend workflows (pull requests, component libraries, CI/CD).
• Experience with Vitally, HubSpot, or similar tools.
• Background working remotely in a startup or small-team environment.