Customer Success Manager

The Enterprise Customer Success team at Dataiku is seeking a Customer Success Manager to work with customers across the Americas region. The successful candidate will own a portfolio of assigned accounts and ensure successful onboarding onto Dataiku, increasing adoption, ensuring retention, growth, and overall customer satisfaction. They will also develop trusted and collaborative relationships with internal stakeholders and business partners, including Sales, Sales Engineering, Services, Support, Partnerships, Product, and Marketing, among others. The ideal candidate will have a minimum of seven years of professional experience in customer success, technical account management, or client relationship management roles with a demonstrated history of increasing adoption, retention, and customer satisfaction.

• Work with customers across the Americas region.
• Own a portfolio of assigned accounts with a focus on ensuring successful onboarding onto Dataiku, increasing adoption, ensuring retention, growth, and overall customer satisfaction.
• Align closely with key customer stakeholders to ensure that the vision, implementation plan, and desired business outcomes established pre-sales are supported by clear objectives, action items, owners, and sponsors.
• Have a strong command of Dataiku’s unique value proposition, the business value our key solutions drive, our approach to operationalizing Everyday AI, and common use cases and best practices. Be able to effectively leverage the above to guide customers on their journey with Dataiku.
• Keen ability to develop a deep understanding of a customer's business, use cases, and outcomes in order to guide them to achieve these via Dataiku's product and services.
• Continuously advise customers on how to leverage Dataiku to implement data science projects from design to production.
• Monitor customers’ achievement of desired outcome and value, consistently and effectively telling the story of these both to internal stakeholders and externally to key customer stakeholders.
• Establish regular touchpoints with assigned customers per established best practices, to review progress against strategic business and technical product objectives.
• Leverage Customer Adoption & Health analytics to identify potential risks or opportunities for expansion, with a focus on translating this data into actionable advice.
• Effectively prioritize and orchestrate resolution of customer requests or issues.
• Develop trusted and collaborative relationships with internal stakeholders and business partners, including Sales, Sales Engineering, Services, Support, Partnerships, Product, and Marketing, among others.
• Champion customers internally in order to mitigate risk, improve customer experience, drive to value outcomes, and unlock growth.
• Stay current on Dataiku’s products, competitive landscape, & data science trends.

• Minimum seven (7) years of professional experience in customer success, technical account management, or client relationship management roles with a demonstrated history of increasing adoption, retention, and customer satisfaction.
• Experience managing a fast-growing book of accounts, with account size ranging from ~$200k to multi-million ARR across the Forbes Global 2000 and beyond.
• Experience with KPIs such as Gross Dollar Retention, Net Dollar Retention, Renewal Rate, Logo Retention Rate, NPS, and CSAT.
• Experience working collaboratively across Professional Services and Partner motions.
• Track record of successfully navigating ambiguity, building consensus, fostering accountability, and working with urgency to deliver customer outcomes.
• Strong written and oral presentation skills, with the ability to effectively engage both business and technical stakeholders (from Analyst to C-level).
• Confidence in serving multiple customer stakeholders and working to build communities of champions/advocates across large organizations.
• An understanding of core data science concepts and ability to translate business use cases into data science solutions.
• Project management and storytelling skills.
• Strong technical, analytic, and problem-solving skills.
• Never-ending intellectual curiosity, are detailed oriented, and analytical.
• Experience in hyper-growth, product-based technology companies.
• Passionate about technology, the data and analytics space, and enjoy learning new solutions, features/functionalities and translating these into solutions that drive business value for customers.
• Understand the importance of being a self-motivated team player.
• Show an appreciation for nuance and a desire to build consensus in a diverse and multicultural environment.