Job Description

About Platform.sh

Platform.sh is a remote-first global workforce building a better cloud platform to create, manage and responsibly scale web applications.

As a collective with diverse backgrounds, we work together to test, innovate, and challenge one another, finding new ways to reimagine digital experiences. We’re here to help our customers thrive.

Bring your experience to our team, and help us build a better way.

Position Summary

The Customer Care team is looking for a Customer Success Manager to maintain and grow customer relationships in the EMEA region. This role reports directly to the Manager, Customer Care EMEA.

The ideal candidate can be flexible in hours, but comfortable being available 8:00 AM –4:00 PM local time (preferably between CET).

What you can expect to do on a daily basis

• Be an ambassador for the Platform.sh brand
• We operate in an account management role and are responsible for a client portfolio.
• You will communicate in times of change or problem resolution, and foster a healthy working relationship with your clients
• We proactively help identify ways in which the client can interact with Platform.sh to increase their productivity and results
• We know the intricate needs and challenges of your client portfolio and deeply care about their success

What you bring

• A caring mind frame and an empathetic spirit. The ability to think from other perspectives is a tool we ask of all employees
• Confidently communicate and lead cadence calls and business reviews with customers
• An engaging presence that is transferable whether in person, over the video, or through writing
• Experience with managing client accounts using a CRM solution such as Salesforce or Totango
• Ability to effectively prioritize and escalate client needs and projects as required
• Knowledge of cloud services (AWS, Azure, GCP, etc)
• Ability to learn and assimilate technical information quickly
• This individual should speak fluent French and English. As we do need a French speaker to support a subset of clients, while the rest of our clients typically speak English

Bonus points for

• Good knowledge of web application architecture and services (DNS, CDN, web servers, databases, cache layers, etc.) and distributed systems
• Knowledge of common web applications and frameworks: Magento, Ecommerce, Symfony, Drupal, eZ Platform, or Typo3

What we bring as a team

• We are the voice of our customers and we work with internal teams to improve their experiences
• We expect CSMs to be autonomous, and take initiative for the betterment of our customers. We make our customers successful
• We support each other and uplift each other. This is the way

This is a remote job. Work from the EMEA region!

We’re a worldwide, distributed team looking for the best talent. Our remote model has been in practice and thriving since 2014. To us, remote work means flexibility and having truly diverse, global teams.

*To maximize team collaboration with the Customer Success team and clients this role is preferred in EMEA, in time zones ranging from CET 8:00 AM –4:00 PM.

The ideal candidate can be flexible in hours.

Company perks and benefits

• An innovative product you can believe in. We’re sustainably changing the way companies develop and manage their web applications
• We’re voted as A Best Place to Work by 96% of our employees, Forbes Top 30 Companies for Remote Jobs, and in France Best Workplaces for Women
• Hands on leadership that cares in a flexible, open work environment, where your voice is encouraged. We can always find ways to do better and look forward to hearing your ideas
• A global team, rich with culture and diversity
• Company-wide DE&I initiative that you can be a part of
• Team offsites such as go-to-market teams kick-off, local meets, Exco offsites, marketing sponsored events, etc (when we’re not experiencing a pandemic)
• A Wellness stipend and a Professional development budget
• Office equipment budget
• Fair PTO (standards based on location)
• Inclusive parental leave (timeline based on location)
• Healthcare, dental, and vision (US, CA, UK, and FR employees only)
• Tandem – a pool of linguists from around the world willing to help each other work on learning new languages
• Additional compensation for on-call ops and support employees
• Company shares (discretionary)
• Unlimited Platform.sh accounts

How we hire

We know that a great hire won’t meet every requirement that we’ve outlined. If you can see yourself elevating the team, we want to hear your story. Few of us would be here had we not taken a chance.

You can expect 3 – 4 interviews on Google Meet. You will have the opportunity to meet with a variety of Platformers throughout the interview process. You’ll also have the opportunity to schedule virtual coffee chats with potential future peers to see if you can envision working together. Use interview and coffee time to make sure the company aligns with what you’re looking for in your future working environment.

Expect a higher number of interviews for director-level roles and above.

All roles require background checks.

About our software

Platform.sh is a unified, secure, enterprise-grade platform to build, run, and scale fleets of websites and applications. We are trusted by 5,500+ organizations globally to help create innovative digital experiences.