First IoT reliability platform for debugging, monitoring, OTA updates
Memfault is the first observability platform purpose-built for hardware and IoT devices. Our platform empowers embedded engineering teams to monitor, debug, and update their devices at scale, reducing time-to-resolution and improving product reliability. We work with some of the most innovative companies in the hardware and IoT space, helping them deliver exceptional products to their customers.
We’re looking for an Enterprise Customer Success Manager (Enterprise CSM) to join our growing team and lead cross department efforts that bring about the long-term success of our enterprise customers. In this role, you’ll work closely and coordinate engagement with the engineering, QA, product and leadership teams at our largest, most strategic customers. Ultimately, you’ll enable these customers to clearly articulate their goals with Memfault, connect these goals to actual business outcomes, and make certain of the value they receive.
Customer Advocacy & Relationship Management:
Build and maintain strong relationships with enterprise customers, acting as their trusted advisor and advocate within Memfault.
Develop a deep understanding of customers’ business objectives, technical requirements, and success metrics.
Serve as the primary point of contact for customer escalations, ensuring timely resolution in collaboration with internal teams.
Adoption & Value Realization:
Partner with Technical Program Managers and Solution Engineers to ensure a smooth onboarding process and successful deployment of Memfault on production devices.
Proactively monitor customer health and engagement, identifying opportunities to drive deeper adoption of Memfault’s features.
Conduct regular business reviews with customers to demonstrate ROI, share best practices, and align on future goals.
Retention & Expansion:
Identify and mitigate risks to customer retention by addressing challenges early and ensuring customer satisfaction.
Collaborate with Sales to identify and pursue expansion opportunities, such as additional use cases, teams, or devices.
Drive contract renewals by demonstrating the ongoing value of Memfault’s platform.
Cross-Functional Collaboration:
Work closely with Technical Program Managers, Solution Engineers, Product, and Engineering teams to ensure customer needs are met.
Provide feedback to Product and Engineering on customer pain points, feature requests, and opportunities for improvement.
Contribute to the development of customer success processes, playbooks, and resources to scale the team’s impact.
Customer Success Expertise:
7+ years of experience in a customer success and/or account management role for a SaaS company and technical product
Experience with enterprise customers that lean technical and bring innovative products to market.
4+ years and a proven track record of managing enterprise accounts, driving customer retention, adoption, and growing accounts.
Technical Aptitude:
Familiarity with hardware, IoT, or embedded systems is required.
Ability to understand and communicate technical concepts effectively to engineering and leadership personas.
Experience working with technical teams (e.g., technical presales, solution architects, engineering) to deliver value.
Relationship Building & Communication:
Exceptional interpersonal and communication skills, with the ability to build trust and credibility with enterprise customers.
Strong presentation skills, with experience conducting business reviews and delivering value-driven messaging to executive stakeholders.
Proactive Problem-Solving:
A proactive, solutions-oriented mindset with the ability to anticipate customer needs and address challenges before they escalate.
Strong organizational skills and attention to detail, with the ability to manage multiple accounts and priorities simultaneously.
Collaboration & Teamwork:
Experience working cross-functionally with technical and non-technical teams to deliver customer success.
A team player who thrives in a collaborative, fast-paced environment.
You’re Local & Positive about Back to Office
You’re happy to work out of our Boston, New York, or San Francisco office at least twice a week
Memfault is the first observability platform for hardware. We are a YC and Uncork Capital-backed developer tool built by veterans of Fitbit, Oculus, and Pebble
We started with error reporting. Imagine having to talk to your customers on the phone to get details on bugs they encounter on your website or in your mobile app? That's still the state of the art for hardware.
This is a big and growing problem. Connected devices are everywhere: there are more of them than cellphones, laptops, and tablets combined. Increasingly, they are running complex software to leverage machine learning and computer vision at the edge. The current state of tools is untenable in the face of growth in both numbers and complexity.
Come work with us to bring an entire category into the 21st century, and redefine how millions of engineers build their products.