Enterprise Customer Success Manager

The job overview for this position is that the Customer Success Manager at Dataiku is responsible for guiding customers on their journey to maximize the value of their use cases and optimize growth. They serve as the liaison between customers and internal teams, ensuring streamlined value delivery and mutual success. The Customer Success Manager owns a portfolio of assigned accounts, focusing on successful onboarding, increasing adoption, retention, and overall customer satisfaction. They leverage their consultative skills and product knowledge to align with customers' desired business outcomes and provide guidance on implementing data science projects.

• Own a portfolio of assigned accounts and ensure successful onboarding onto Dataiku
• Increase adoption, retention, and overall customer satisfaction
• Align with key customer stakeholders to support the established vision, implementation plan, and desired business outcomes
• Develop a deep understanding of customers' business, use cases, and outcomes
• Advise customers on leveraging Dataiku for data science projects from design to production
• Monitor customers' achievement of desired outcomes and value
• Establish regular touch points with customers to review progress against objectives
• Leverage analytics to identify potential risks or opportunities for expansion
• Prioritize and resolve customer requests or issues
• Develop collaborative relationships with internal stakeholders and business partners
• Champion customers internally to mitigate risk, improve customer experience, and drive growth
• Stay current on Dataiku's products, competitive landscape, and data science trends
• Contribute to Customer Success team methodologies
• Minimum seven years of professional experience in customer success, technical account management, or client relationship management roles
• Experience managing a fast-growing book of accounts
• Familiarity with KPIs such as Gross Dollar Retention, Net Dollar Retention, Renewal Rate, NPS, and CSAT
• Experience working collaboratively across Professional Services and Partner motions
• Strong written and oral presentation skills
• Ability to engage both business and technical stakeholders
• Confidence in serving multiple customer stakeholders and building communities of champions/advocates
• Understanding of core data science concepts and ability to translate business use cases into data science solutions
• Project management skills.

• 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

• Competitive salary and benefits package
• Opportunity to work with a fast-growing book of accounts
• Chance to work with Forbes Global 2000 and beyond
• Ability to work collaboratively across Professional Services and Partner motions
• Opportunity to build consensus and foster accountability
• Strong written and oral presentation skills
• Confidence in serving multiple customer stakeholders
• Opportunity to work with large organizations and build communities of champions/advocates
• Understanding of core data science concepts
• Project management and storytelling skills
• Strong technical, analytic, and problem-solving skills
• Intellectual curiosity and attention to detail
• Experience in hyper-growth, product-based technology companies
• Passion for technology, data, and analytics
• Self-motivated team player
• Appreciation for nuance and desire to build consensus in a diverse environment
• Commitment to treating employees with dignity, decency, and fairness
• Equal opportunity employer with a focus on diversity and inclusion