Overview

🧠 About Cortex

Cortex is the internal developer portal that cuts noise for developers with paved paths to production. Companies like Dropbox, Adobe, and Docker use Cortex to catalog, score, and assign action to improve service quality and velocity, so devs can get back to work that drives the business forward.

📍Location

We’re fully remote and welcome candidates from anywhere in the US! We have all-company offsites a few times a year where we fly the whole team out to meet in person, build stronger relationships, kick off important projects, and have fun!

🤝 The Team

We are a mighty group of ~80 passionate individuals excited about building a product that developers love. We raised $35M in Series B Funding in 2023 led by IVP with Sequoia Capital and previously raised a series A co-led by Tiger Global and Sequoia Capital. You can read more about it here.

💼 Job Summary

We are seeking a Lead Customer Success Manager to join our team. In this role you will be the voice of the customer and coordinate between Cortex’s Sales, Product, and Engineering teams. You will work your way through the organization, unblocking and connecting with the right people to provide value to some of our largest customers. We hold a high bar for customer success anyone joining should, as well.

The ideal candidate for this role is highly technical and can answer customer questions using their expertise in our systems, as well as general SDLC and cloud environment knowledge. This candidate should also be able to alleviate requests and questions from our customers on the frontlines and skilled at debugging so that they can quickly resolve small issues.

⚙️ Responsibilities

  • Proactively manage a book of business to drive product adoption to ensure a healthy renewal
  • Be the customer’s advocate by managing their post-sales experience, which includes onboarding, ongoing adoption, mitigating risk and driving value to ensure a healthy renewal
  • Where risks may exist, create and drive a get healthy plan for the customer
  • Collaborate with Cortex’s product management, engineering and technical services teams to help identify new features and products.
  • Continuously evolve best practices to technical product adoption and customer success
  • Manage our largest customers ensuring the success of our enterprise deals.
  • As an early member of our Customer Success team you have to feel comfortable building and sharing the program as we go.
  • Enjoy problem solving to understand what your customer is looking to resolve, mapping solutions to the gaps and outlining the value against the proposed solution.
  • Maintain a high level of professionalism, empathy, business, and technical acumen across customers and the industry.
  • Travel expectation of up to 30%

✔️Qualifications 

  • 7+ years of relevant experience with Customer Success, Customer Support or Professional Services.
  • Knowledgeable about Cloud (AWS, Azure, GCP) and Containerization tools e.g. Docker, Kubernetes or Rancher etc.
  • Strong experience with customer interaction and support, Customer Engineer and Solutions Architect experience applies
  • Strong project management skills and an ability to multitask within a fast moving startup environment
  • Ability to manage multiple adjacent projects to success
  • Strong presentation, communication, & collaboration skills

🌴 Perks & Benefits

  • Competitive salary and equity
  • National medical, dental & vision insurance (we cover 100%!)
  • Fully covered life insurance
  • $400 monthly perks stipend
  • $1000 yearly Learning & Development stipend
  • 401k plan
  • Pet Insurance
  • Unlimited PTO
  • Remote & flexible working hours
  • Gender-neutral parental leave
  • All-Company Retreats (previously San Diego, Miami, Austin)

✏️ Noteworthy

Our job titles may span more than one career level. The base pay for this role starts between $135k and $185k. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role is eligible for variable pay, equity, and benefits.

Cortex is committed to a diverse and inclusive workplace. Cortex is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please email [email protected]