We are hiring an Enterprise Customer Success Manager to work with our most strategic accounts and help scale their adoption, enablement and usage of Factory. In this role, you will own a portfolio of key accounts and act as the main point of contact in their journey to adopt Factory.

This is a hands-on role for someone who thrives in ambiguity and wants to help build a generational company. You will shape the playbooks, influence the roadmap, and define what "success" looks like for engineering teams.

What you will do and achieve:

• Drive Consumption & Value: Own the post-sales journey for our enterprise customers, focusing heavily on driving adoption and consumption.

• Strategic Partnership: Build relationships with key stakeholders—from VP of Engineering to individual Tech Leads.

• Operationalize Success: Move beyond ad-hoc support to build repeatable "success plans” to proactively intervene when usage dips or blockers arise.

• Secure Renewals & Expansion: While consumption is your north star, you will lay the groundwork for long-term NRR by proving clear ROI and working with the Account Director to identify opportunities for expansion into new teams and business units.

• Voice of the Customer: Channel feedback from key users back to Engineering teams to help inform the Product roadmap.

• Enablement & Evangelism: Lead onboarding workshops and business reviews that educate teams on best practices.

• Hands-on Support: Act as the front-line support for your accounts, and help troubleshoot any customer inquiries; no problem is too small for you to handle.

Qualifications:

• 2-4+ years of experience in a customer facing role (Customer Success, Account Management, Solutions Engineering, or Consulting), ideally supporting enterprise customers at a technical product company.

• Commercial and technical fluency: Strong understanding of technical products and an ability to translate the use of these technical products into business value and outcomes for customers.

• Builder Mindset: You are excited to help build the function, not just fill a seat. You are comfortable with ambiguity and move fast.

Nice to have:

• DevTools Experience: Familiarity with broader developer tooling ecosystem and practices

• Startup Experience: You’ve worked in a high-growth environment where roles are fluid and ownership is high.

Location: This role is open to San Francisco, New York City, or London.