Agile Programming Methodologies, Artificial Intelligence (AI), Artificial Intelligence (AI) Agents, Best Practices, Cloud Computing, Coaching, Communication Skills, Continuous Deployment/Delivery, Continuous Improvement, Continuous Integration, Cross-Functional, Customer Relations, Customer Retention/Renewal, Customer Satisfaction, DevOps, Interpersonal Skills, Leadership, Maintain Compliance, Market Segmentation, Mentoring, Performance Analysis, Presentation/Verbal Skills, Problem Solving Skills, Process Management, Product Engineering, Product Lifecycle, Product Support, Productivity Management, Release Management/Engineering, Risk Analysis, Sales, Salesforce.com, Security Compliance, Software as a Service (SaaS), Strategic Planning, Systems Administration/Management, Team Lead/Manager
About Copado
Copado is the leading DevOps platform for Salesforce, revolutionizing how the world''s largest organizations achieve success in their Salesforce deployments. Our mission is to accelerate the Salesforce development lifecycle, support digital transformation, and deliver unparalleled value to our customers. We continuously innovate, ensuring our platform meets the evolving needs of Salesforce developers and operations professionals.
Job Summary
As the Team Manager of Enterprise Customer Success - AMER at Copado, you will oversee a team of Customer Success Managers (CSMs) who are the primary advocates for our AMER customers, and ensure the successful revenue retention and customer expansion.
Key Responsibilities
You will be responsible for guiding your team in fostering long-term relationships with customers, ensuring they receive the maximum value from our platform. By focusing on driving the adoption of Copado, managing complex releases, and increasing productivity across customer projects, and demonstrating customer value. By mentoring your team and optimising customer success strategies, you will play a key role in achieving our mission of making release days obsolete.
Your leadership will be crucial in two (2) major strategic shifts for the company in 2026:
1) ensuring the successful execution of platform upgrades for targeted AMER customers, and 2) supporting the launch of a new Agentic solution for the Enterprise market segment.
Lead and develop a team of Customer Success Managers (CSM), ensuring they have the guidance and resources necessary to excel in their roles.
- Drive the strategic direction of the customer success team, setting clear objectives and key results that align with Copados business goals.
- Monitor team performance, providing regular feedback and coaching to enhance individual and group productivity.
- Foster a culture of continuous improvement by refining customer engagement processes and implementing best practices in customer success management and renewals.
- Partner closely with the Renewal leaders in the AMER region (North & South America) to identify at-risk accounts, ensuring a cohesive approach to retention without direct management of the renewal transaction.
- Collaborate with cross-functional teams, including Sales, Services, Support, Product, and Engineering, to ensure a cohesive customer journey and to facilitate the resolution of complex issues.
- Oversee the execution of Customer Business Reviews (CBR) and other strategic customer meetings, ensuring your team effectively uses CopadoInsights data to demonstrate value and identify growth opportunities.
- Develop and maintain senior-level relationships within key accounts, acting as an escalation point for critical customer issues and renewal risks.
- Champion customer needs internally, providing feedback to leadership on how Copado can better serve its customer base.
Qualifications & Experience
- Proven experience in leading customer success teams in a SaaS or cloud-based environment.
- Strong leadership skills with the ability to motivate and drive team performance.
- Excellent communication, interpersonal, and presentation skills.
- Proven ability to leverage AI in their work and lead teams that apply it.
- Deep understanding of customer success principles and practices, with a track record of achieving customer satisfaction and retention goals.
- Strategic thinker with the ability to grasp complex product functionalities and translate them into customer benefits.
- Experience in managing complex release processes, ensuring compliance and security, and optimizing development and deployment workflows.
- High emotional intelligence, adept at building strong relationships both internally and with customers.
- Extensive knowledge of Copados platform, Salesforce Cloud products and solutions preferred.
- Familiarity with the shift toward AI Agents, "Agentic Enterprise" models, or autonomous DevOps workflows preferred.
- Familiarity with agile methodologies and CI/CD practices preferred.
Benefits
Copado offers a comprehensive benefits package, which includes:
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance.
- 401(k) Plan
- Paid Time Off
- Wellness Perks
Copado is Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Copado does not accept unsolicited headhunter and agency resumes. Copado will not pay any third-party agency or company that does not have a signed agreement with Copado.