Commercial Customer Success Manager

About Our Client

As businesses increasingly rely on data to power digital products and drive better decision-making, it’s mission-critical that this data is accurate and reliable. The hiring company is the creator of the industry’s first end-to-end Data Observability platform. Recognized as an Inc. Best Workplace for 2024, a DBTA Readers Choice for Best Data Observability Solution for 2024, a G2 Best Product for 2023, and hailed as the “New Relic for data” by Forbes, the company has raised $236M from notable investors. It works with data-driven organizations to help them achieve trust in their data.

About the Role

Our client is expanding its Customer Success team and is seeking a collaborative, passionate, and results-driven Customer Success Manager. In this role, the individual will be responsible for designing and driving the process, engagement, and enablement of customer success at scale to deliver value and results within a long-tail portfolio of accounts.

Customer success is a fundamental focus for the hiring company. The CEO and co-founder has a strong background in customer operations and the first company value emphasizes Customer Impact.

Here’s What You’ll Be Doing

– Lead and manage the entire client journey from onboarding to adoption, value realization, and renewal.

– Plan and deliver value-based business reviews with client executives.

– Leverage product expertise to prescribe best practices that foster adoption and enhance the value derived from the company’s offerings.

– Identify and develop relationships with client executives, including VPs, C-suite officers, founders, and CEOs.

– Regularly monitor account health and adoption to identify opportunities for maximizing customer value.

– Define and execute a scalable strategy for driving adoption, technical success, and growth across the long-tail customer base.

– Define and implement intervention activities to address common customer challenges or opportunities.

– Collaborate with Sales to identify risks and opportunities within all accounts and expand revenue through cross-sell/up-sell initiatives.

– Work closely with Product and Engineering teams to relay the voice of the customer, provide feedback on the product roadmap, and communicate product information back to customers.

They are Excited About You Because You Have

– 2+ years of B2B SaaS customer success experience with a portfolio of various account sizes. Experience with larger books (50+ accounts) is preferred.

– Strong empathy for customers and a passion for growth.

– An analytical and process-oriented mindset.

– Self-driven initiative to succeed in a startup environment where priorities and goals can change quickly.

– A proven track record of driving positive customer success outcomes, such as retention, expansion, churn reduction, client advocacy, and account lifetime value.

– Technical aptitude with the ability to learn about new products and engage constructively with product leadership to influence the product roadmap.