Success Engineer

  • 101 Marietta St NW, Atlanta, GA 30303, USA
  • Full-time

Company Description

Cypress.io is a revolutionary open source testing software for web applications, used and loved by tens of thousands of developers and QA engineers across the globe.  We believe testing needs a lot of love, and we are here to foster a tool, a service, and a community that can teach and benefit everyone.  Cypress recently completed our Series A financing, led by Bessemer Venture Partners, to power our next phase of rapid growth.

Job Description

As a Success Engineer at Cypress.io, you will be responsible for supporting our community of users and customers. Nurturing them to drive greater satisfaction and expansion revenue.


Responsibilities:

  • Become an expert in all of Cypress’ products and services.
  • Empathize, advocate for, and maintain positive relationships with the Cypress community.
  • Collaborate with our Developer Experience, Marketing, and Product teams to develop one-to-many campaigns to drive account expansion.
  • Keep up with test automation industry trends.
  • Nurture relationships via phone, email chat, web, and screenshare.
  • Ensure customer product feedback is being provided to other teams internally.
  • Identify and monitor account success metrics.
  • Spearhead cross-functional initiatives to increase customer engagement.
  • Perform Quarterly Business Reviews.
  • Own the Churn Workflow - Follow up with churned accounts to better understand the cause of churn and report back to management. 
  • Document all interactions in a CRM system.
  • Triage inbound requests from users via email, chat, and web, and screenshare.
  • Follow set procedures for escalating issues to the proper internal team.
  • Provide support to the cypress community by reproducing, troubleshooting, and responding to customer requests in a timely manner.
  • Analyze web application and test code to identify and correct problems and identify limitations.
  • Effectively communicate resolution plans, progress, and status of requests externally and internally.
  • Communicate user feedback to internal teams to help enhance customer interactions and self-discovery of Cypress’ products, services, and processes.
  • Leverage documentation, institutional team knowledge, and other information sources to help solve problems.
  • Contribute to documentation as needed to ensure our users have access to current, quality, accurate resources.
  • Create leverage by developing automated workflows for repetitive tasks.
  • Take ownership of requests, and work with other teams to drive timely resolution on advanced requests.
  • Evaluate trends based on customer interactions and craft procedures and suggest tooling to more efficiently handle their needs.

Qualifications

Required Skills and Requirements:

  • An empathetic approach to all interactions.
  • Natural curiosity.
  • JavaScript software development & testing experience.
  • A firm understanding of how web applications are built and work.
  • Ability to convey technical information at an audience-appropriate level.
  • Ability to work with partial information, and good judgment on when to ask questions and when to run independently.
  • Passionate about developer tools.
  • A keen eye for process optimization.
  • Exemplary communication skills, both written and verbal.
  • Experience in a similar role combining sales and success at a SaaS Company.
  • Track record of successfully executing one-to-many campaigns.

Preferred Skills and Requirements:

  • Experience in the Dev Tools space.
  • Technical background with an understanding of how web applications are built and work.
  • Experience providing SaaS and technical support to developers 
    Working in a developer advocate role.

Additional Information

All your information will be kept confidential according to EEO guidelines.