Empowering food startups to scale and succeed
Factory is a Bethlehem, Pennsylvania-based scale-up facility and investor specializing in food and beverage brands. With a focus on helping startups compete against established companies, Factory provides resources such as operational support, strategic guidance, and access to a network of industry ...
Factory offers competitive equity options, flexible PTO, and a supportive remote work policy to accommodate diverse work styles....
Factory fosters a collaborative culture that emphasizes innovation and agility, empowering startups to rapidly adapt and thrive in the competitive foo...
Factory • San Francisco, CA
Factory is seeking a Customer Success Manager to drive adoption and value for enterprise customers. You'll build strategic partnerships and operationalize success plans while ensuring customer satisfaction. This role requires 2-4+ years of experience in customer success or a related field.
You have 2-4+ years of experience in customer success or a related field, ideally within a technology or SaaS environment. You thrive in ambiguity and are excited to help build the function, not just fill a seat. Your ability to build relationships with key stakeholders, from VPs to individual tech leads, sets you apart. You are comfortable with operationalizing success and moving beyond ad-hoc support to create repeatable success plans. You understand the importance of driving consumption and value for enterprise customers and are eager to channel their feedback back to engineering teams to inform the product roadmap.
Familiarity with the broader developer tooling ecosystem and practices is a plus, as is experience in a high-growth startup environment where roles are fluid and ownership is high.
In this role, you will own the post-sales journey for our enterprise customers, focusing heavily on driving adoption and consumption of Factory. You will build relationships with key stakeholders and operationalize success by creating repeatable success plans to proactively intervene when usage dips or blockers arise. Your efforts will lay the groundwork for long-term net revenue retention by proving clear ROI and identifying opportunities for expansion into new teams and business units. You will also lead onboarding workshops and business reviews that educate teams on best practices, acting as the front-line support for your accounts and troubleshooting any customer inquiries.
At Factory, you will have the opportunity to shape the playbooks and influence the roadmap for customer success. You will be part of a team that values collaboration and innovation, working closely with engineering teams to ensure that customer feedback is heard and acted upon. We encourage you to apply even if your experience doesn't match every requirement, as we believe diverse teams build better products. Join us in building a generational company where your contributions will have a lasting impact.
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