Customer Success Manager USA

About Qovery Back in 2019, our founders saw a gap: cloud infrastructure was supposed to simplify software delivery, yet teams were still spending too much time operating it. Kubernetes was becoming the standard, but running it well remained hard. They built Qovery to change that. Today, Qovery is a Kubernetes management platform built for the AI era. We help teams run production workloads across clusters and clouds without building and maintaining everything themselves. Our users focus on shipping products; Qovery handles the complexity of Kubernetes operations. We are a remote-first team, working with engineers and platform teams across the world, solving concrete production problems at scale. Qovery is backed by Crane VC, Speedinvest, and IRIS, alongside founders and co-founders from Datadog and Docker. We benefit from deep operational experience in building and scaling developer infrastructure companies. We move fast and set a high bar. The infrastructure ecosystem changes quickly, and we design our product to keep up with real-world constraints: scale, security, cost, and reliability. Ownership matters here. People are trusted to make decisions and are accountable for results. Information is shared openly. Mistakes are discussed and fixed. And when life interferes (as it sometimes does), we adapt. Imposter syndrome shouldn't stop you from applying. Strong teams are built from different backgrounds, experiences, and ways of thinking. If our mission resonates and you believe you can contribute, we'd like to talk. Why your role is important As a Customer Success Manager (CSM) at Qovery, you will be the trusted partner for our customers in the United States. You build long term relationships, prevent churn, drive adoption, and surface expansion opportunities while keeping communication tight across Sales, Success, Product, and Engineering. Your work turns complex requests into clear plans and measurable outcomes. What Will Your Job Look Like Relationship management and retention • Own a book of business. Act as the primary point of contact for queries and escalations, identify risks early, and execute engagement plans that protect revenue and create champions. Adoption, value, and expansion • Use data and customer insights to spot where we can add value. Collaborate with AEs, SEs, Product, and Marketing to position and close upsells. Onboarding and project management • Plan and deliver onboarding so customers meet agreed timelines. Coordinate SEs, PMs, Engineering, and AEs. Build clear workflows and accountability to reduce delays and escalations, and ensure smooth handoffs. Aim for 95 percent on time onboarding. Operational excellence and support flow • Respond swiftly and reduce open issues through workflow improvements. Maintain clean CRM hygiene, define and track KPIs, and improve docs to cut repeat tickets. Communication and escalation • Translate technical incidents into clear updates for technical and non technical stakeholders. Keep status current, share product feedback with context and impact, and align cross functionally. Insights and continuous improvement • Run post-mortems, capture lessons learned, and propose process changes or light automation that raise quality and speed. Model empathy, active listening, and a growth mindset. About you • Experience: proven track record in customer facing technical roles such as CSM, TAM or SE, ideally in DevTools or Cloud Infrastructure. • Skills: Proven ability to manage complex customer relationships, drive upsell opportunities, and execute operational processes efficiently. • Technical Knowledge: DevOps, cloud infrastructure, modern SaaS, understanding of APIs and software architecture. Kubernetes is a nice to have. Basic programming experience is a plus. • Mindset: Empathy, adaptability, and a growth mindset, with a passion for building strong customer relationships. • Builder mentality: strong written communication; resilient and coachable. • Collaborative: You thrive in a team environment, sharing learning and winning together. • Fluent in English. • Based on the East Coast. What you'll get at Qovery • Competitive Compensation: $130,000 to $145,000 base, OTE $175,000 to $200,000 (uncapped), with potential for equity. • Attractive benefits package. • A flexible work environment with a fully remote environment. • Continuous learning and professional development opportunities. • An authentic company culture with a focus on collaboration and innovation. Our Talent Acquisition Process We’ve designed a streamlined process to ensure a great candidate experience. Typically, it takes 3-4 weeks: • Screening with Mathilde, our Senior Recruiter (30-45min) • Hiring Manager Interview: deep dive into your tech skills and collaboration experience (30-45min) • Case Study Presentation to showcase your technical skills and ability to discuss with a client (60min) • Cultural Round: Meet with a co-founder and leadership to discuss alignment with Q