The Role
We are seeking a passionate and technical Customer Success Manager (CSM) to join our growing team. In this role, you will be responsible for the full lifecycle management of a book of customers, ensuring their success with Directus and driving long-term engagement with our platform.
Responsibilities
- Onboarding and Adoption: Drive successful onboarding experiences for new customers, including configuration, training, and best practice guidance
- Technical Support: Coordinate with the technical support team to manage, troubleshoot, and resolve client issues. Review and track customer reported bugs and collaborate with the engineering team as needed. Run point on customer escalations keeping both the customer and Directus leadership informed on current status and next steps.
- Customer Success: Proactively manage customer relationships, monitor key metrics, and identify opportunities to deepen engagement and maximize value. Monitor and report on the health of client accounts, including service usage, performance metrics, and satisfaction levels.
- Upselling and Renewal: Identify and pursue upselling opportunities based on customer needs and usage, promoting additional features and services to drive long-term value and subscription renewals
- Customer Advocacy: Foster strong relationships with customers, collect feedback, and advocate for their needs within the organization
- Internal Collaboration: Collaborate with other teams, including sales, support, engineering, and marketing, to improve the customer experience and identify opportunities for product development
- Community Engagement: Stay informed about industry trends and actively participate in the Directus community forums, providing support and guidance to the broader user base
Who You Are
- 3+ years of experience in a technical customer success or similar role
- Strong understanding of relational databases (MySQL, PostgreSQL, etc.) including data modeling
- Experience with TypeScript/JavaScript and modern frontend frameworks (Nuxt, Next.js, Astro, React, etc)
- Strong understanding of headless CMS principles and best practices
- Proven ability to troubleshoot technical issues and provide excellent customer support
- Excellent communication and interpersonal skills, with the ability to build strong relationships
- Proactive approach: Ability to anticipate client needs, identify opportunities for improvement, and provide proactive solutions
- Strong problem-solving and analytical skills with a data-driven approach
- Experience with upselling and driving customer renewal
- Passion for building a thriving customer community
- Experience with CRM and CSM software tools such as Hubspot and Gainsight
- Nice to have - Docker, Kubernetes, Container configuration/deployment experience
Location
This role is open to applicants in EMEA. There is no flexibility around this as the successful candidate will be the first member of the team in EMEA timezones.
While officially headquartered in NYC, all our staff is decentralized by design. Our global team has been efficiently working remotely for over a decade, coming together each day via Discord and Slack. As long as you have a webcam and a fast/reliable internet connection, you're all set!
About Directus
Directus is a venture-backed Data Platform with a passionate community and millions of users worldwide. Modern and completely modular, our core product is comprised of a connection toolkit for developers, and an intuitive no-code App for non-technical users. With the ability to be installed next to any new or existing SQL database, Directus instantly provides end-to-end data democratization.
Directus provides the data foundation for internal data tools and omnichannel digital experiences at some of the world's most forward-looking companies, including AT&T, Bose, HTC, Prada, TripAdvisor, and the United States Navy.
We're obsessed with meticulously honing the perfect data platform. Our product-led growth strategy keeps us focused on creating a premium offering, prioritizing innovative solutions over feature bloat, and code quality over technical debt.
Our team and ecosystem are growing at a rapid pace, but we still enjoy the benefits of being a smaller, more "tactical" team. Our organization is filled with ‘do-ers’ where most wear a few hats, and working with relative autonomy.
Applying
Directus is an Equal Opportunity Employer. We're committed to building a diverse team of talented individuals who bring different perspectives to the company, and who feel a sense of inclusion and belonging when they join our team.
If you're unsure about some of the details above, feel free to reach out with questions. We would love to hear from you!