Customer Success Manager

JOB OVERVIEW As a member of our Customer Success team, you'll own a high-volume portfolio of customers and help them adopt Swarmia into their daily work. This is a scaled role: you'll be responsible for around 180 customers representing roughly $1.3M in ARR, a blend of self-serve SMB and mid-market companies spread across Europe and the US. Swarmia is designed to be flexible and opinionated, while still adapting to how different engineering teams work. You'll become a product and domain expert in engineering analytics and developer productivity, helping customers make better decisions about how they build software and run engineering teams. This is a hybrid role based at our Helsinki HQ or remote role in Dublin. Because part of your portfolio sits in the US, some flexibility in your working hours helps. You'll report to the Head of Customer Success, based out of Dublin.   ABOUT US   Swarmia is a fast-growing B2B SaaS company that helps some of the best software companies in the world, including Miro, Lovable, and Bolt, measure and systematically improve developer productivity and experience. We’ve built an international team of talented people who work from our HQ in Helsinki as well as remotely from the US. IN THIS ROLE YOU WILL: - Own and manage a large portfolio of self-serve SMB and mid-market customers across Europe and the US - Lead onboarding and adoption so customers reach value quickly - Design high-value, repeatable touchpoints for busy customers: onboarding cohorts, office hours, webinars, in-app guides, templates, and documentation that scale beyond your calendar - Use in-app usage signals to reach the right customer at the right moment in their adoption journey - Build and automate your own workflows with AI so a portfolio this size stays manageable, and share what works with the rest of the team - Proactively monitor customer health and address risks before they escalate - Run proactive outbound to self-serve customers who have never spoken to us, and turn that first contact into real adoption - Identify expansion opportunities and partner with Sales when accounts grow - Manage renewals across your book of business - Collect and synthesize customer feedback to influence product decisions   YOU SHOULD APPLY IF:   - You have at least two years of customer-facing experience in B2B SaaS, supporting the onboarding and adoption of a technically complex product. Time spent in customer support, account management, onboarding, solutions, or program management counts. - You're comfortable being measured on adoption and retention across a large portfolio - You get energy from building things that outlive a single conversation: documentation, templates, webinars, in-app guidance, automations. - You already use AI tools in your own work and are curious how far you can push them. - You enjoy building relationships with engineering and product leaders - You're comfortable getting into the details with customers, including data nuances, metric definitions, and workflow changes. - You have experience working closely with Sales, Product, and Engineering to support customer outcomes. YOU SHOULD NOT APPLY IF - You tend to thrive with a focused book of larger customers. This role is deliberately one-to-many, and most of your impact will come from programmes and automation rather than individual relationships. - You're looking for a role with infrequent and highly structured customer touchpoints. - You expect renewals and upsells to be the main focus of the role, while not focusing on adoption, engagement, and helping the customer achieve their business goals. - You'd rather run an established playbook than write one. Much of how we serve this segment does not exist yet. - You're uncomfortable getting into the details with customers, including data nuances, metrics definitions, or workflow changes. - You'd prefer not to speak up when a process has gone stale. At this volume, quietly absorbing broken workflows is how the job becomes unsustainable. INTERVIEW PROCESS   Our interview process is thoughtful and thorough. We want to make sure that every person who joins Swarmia is set up for success, and that you have enough information to decide whether Swarmia is the right place for you. The process for this role is as follows:   - Intro call with recruiting - 45 minutes - Hiring manager interview - 45 minutes - Role play customer demo interview - 45 minutes - Final panel interview with CEO and Head of Customer Success - 45 minutes   WHY YOU SHOULD JOIN   The product: You’ll get to work on a domain that’s relevant and interesting to software engineers. Unlike many other tools in this space, Swarmia is not a tool for stack ranking individual engineers https://www.swarmia.com/blog/dont-stack-rank-your-developers/ or just a dashboard for the leadership — instead, we serve useful insights and tools for the whole engineering organization. As an engineer, this means you deeply understand the problem space.   The developer experience: Since our product is about sensible software development, we take our own practices seriously. We’re deliberate about how we work, but processes aren’t heavier than they need to be. As one of our engineers described it after his first few weeks at Swarmia: “It feels like a bunch of adults came together and spent some serious time to figure out how to do this software thing well.”   The people: You’ll get very experienced colleagues with wide skillsets and different backgrounds. We pride ourselves in hiring and retaining smart, kind, and helpful people who are guaranteed to both teach you something and learn something from you.   The communication: The psychological safety here is real — people voice their concerns without fear, and we’re fast to try new things and scrap them if they don’t work. We’re deeply invested in the product and can have disagreements, but when we do, it’s always in a professional and empathetic manner. Low hierarchy in practice. No blame culture.   The transparency: We believe in total transparency across departments and leadership. You’ll get full access to all business metrics, leadership team meeting notes, and board meeting memos. We all contribute to this by having our conversations on public Slack channels, openly sharing meeting notes, and collaborating on request for comments (RFC) docs before implementing any bigger changes.   The balance: We’re a startup with the maturity of a more established company. Things just work, but your initiative matters a lot. We maintain a great work-life balance, don’t do any crunching, and keep up a sustainable pace without compromising quality. BENEFITS   - Competitive compensation model plus meaningful equity. - Paid annual vacation with 10 extra days for new employees. - Flexible remote/office balance - Great work-life balance — we’re a startup, but we don’t work at an unsustainable pace (many of us have kids and other responsibilities beyond work).   Swarmia provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We’re committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.