Enterprise Customer Success Manager

Accountabilities

• EnterpriseAccountManagement:Ownandmanageaportfolioofenterprisecustomers,servingastheprimaryrelationshipleadthroughoutdeployment,adoption,renewal,andexpansion.

• CustomerSuccessStrategy:Developstructuredaccountplansandsuccessstrategiesalignedwithcustomerbusinessobjectives,datamanagementpriorities,andmeasurableoutcomes.

• ProductAdoptionandValueRealization:Driveonboarding,acceleratetime-to-value,andexpandplatformusageacrossdataquality,datagovernance,dataobservability,analytics,andrelatedusecases.

• Cross-FunctionalCollaboration:PartnerwithSales,SalesEngineering,Product,Engineering,ProfessionalServices,andSupporttodeliveraconsistentcustomerexperienceandresolveimplementationoradoptionchallenges.

• ExecutiveEngagement:Leadcustomerworkshops,strategicbusinessreviews,andexecutive-levelconversations,translatingtechnicalcapabilitiesintobusinessvalueandactionablerecommendations.

• RetentionandRiskManagement:Identifycustomerrisksearly,developmitigationplans,andimplementinitiativesthatprotectgrossrevenueretention(GRR),improvesatisfaction,andstrengthencustomerloyalty.

• RenewalsandRevenueGrowth:PartnerwithSalestostructure,negotiate,andcloserenewals,expansions,andcommercialagreements,coordinatingwithprocurement,informationsecurity,andlegalstakeholders.

• AccountExpansion:Identifyopportunitiestoconvertdemonstratedcustomervalueintoadditionalusecases,expandedplatformadoption,andincrementalannualrecurringrevenue(ARR).

• PartnerRelationshipManagement:Collaboratewithsystemsintegratorsandotherstrategicpartnersinvolvedincustomeraccountstosupportsuccessfulimplementationsandongoinggrowth.

• PerformanceandReporting:Monitoranddrivekeyperformanceindicators,includingARR,netrevenueretention(NRR),GRR,productadoption,usage,andcustomersatisfaction(CSAT/NPS),usinginsightstoimprovecustomeroutcomes.

Requirements

• ProfessionalExperience:AtleastfiveyearsofexperienceinCustomerSuccess,AccountManagement,orarelatedcustomer-facingcommercialrole.

• EnterpriseSaaSExpertise:Experiencemanagingenterprisecustomersusingdatamanagementplatforms,preferablyinSaaSorPaaSenvironments.

• DataManagementKnowledge:Strongtechnicalunderstandingofdatagovernance,withfamiliaritywithdataquality,masterandreferencedatamanagement,dataobservability,oranalyticssolutions.

• CustomerPortfolioGrowth:Demonstratedsuccessmanagingandexpandingenterpriseaccounts,withmeasurableresultsincustomerretention,productadoption,time-to-value,andCSAT/NPS.

• CommercialNegotiation:Directexperiencemanagingrenewals,expansions,andcommercialagreements,includingnegotiationsinvolvingprocurement,informationsecurity,andlegalteams.

• StakeholderManagement:Provenabilitytonavigatecomplexenterpriseorganizations,buildtrustedrelationships,andengageeffectivelywithtechnicalteams,businessleaders,andseniorexecutives.

• Cross-FunctionalCollaboration:Experiencecoordinatinginitiativesacrossinternaldepartmentsandworkingwithsystemsintegratorsorexternalpartnerstoachievecustomerobjectives.

• CommunicationandPresentation:Exceptionalwritten,verbal,andpresentationskills,withtheabilitytocommunicatecomplextechnicalconceptsclearlyanddemonstratetheirbusinessimpact.

• BusinessandTechnicalAcumen:Astrongcommercialmindsetcombinedwiththeabilitytoconnectplatformcapabilitiestocustomerneeds,strategicpriorities,andrevenueopportunities.

• StrategicExecution:Abilitytoworkautonomously,prioritizecompetingdemands,solvecomplexproblems,andleadinitiativesfromplanningthroughexecution.

• WorkAuthorization:Mustbecurrentlyauthorizedtoworkfull-timeintheUnitedStates.Employmentvisasponsorshipandtransfersarenotavailableforthisposition.

Benefits

• CompetitiveCompensation:Annualon-targetearnings(OTE)rangingfrom$130,000to$170,000,includingbasesalaryandbonus.Finalcompensationdependsonexperience,skills,androlescope.

• HealthcareCoverage:Medical,dental,andvisioninsurance.

• RetirementSavings:401(k)planwithemployermatchingcontributions.

• InsuranceProtection:Lifeinsuranceandlong-termdisabilityinsurance.

• FlexibleTimeOff:Paidvacation,flexibletimeoff(FTO),andfivesickdaystosupportwork-lifebalanceandpersonalwell-being.

• FamilySupport:Paidparentalleavethroughaglobalfamilysupportprogram.

• EmployeeWell-being:AccesstoanEmployeeAssistanceProgram(EAP).

• Long-TermIncentives:Eligibilityforanequitygrantandparticipationinalong-termincentiveprogram.

• FlexibleWorkEnvironment:Flexibleworkinghoursandaremote-friendlyworksetup.

• ProfessionalDevelopment:Accesstoonlinelearningcourses,Udemyresources,andticketstoindustryconferencesandevents.

• EmployeeReferralProgram:Opportunitytoparticipateinareferralprogramthatrewardsemployeesforbringingnewtalenttotheorganization.

• CollaborativeCulture:Aninternational,team-orientedenvironmentthatencouragesprofessionalgrowth,knowledgesharing,customerfocus,andcontinuousimprovement.