Enterprise Customer Success Manager

The job overview for this position is that the Customer Success Manager at Dataiku plays a crucial role in accelerating adoption and business outcomes for customers. They work closely with customers to understand their desired business outcomes, maximize the value of their existing use cases, and drive growth into new use cases. The Customer Success Manager serves as a liaison between customers and internal teams, ensuring streamlined value delivery and mutual success. They are responsible for onboarding customers, increasing adoption, ensuring retention, and overall customer satisfaction. Additionally, they leverage their deep understanding of the customer's business to guide them in achieving their goals using Dataiku's product and services.

• 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
• Have a strong command of Dataiku's unique value proposition and guide customers on their journey with Dataiku
• Develop a deep understanding of customers' business, use cases, and outcomes to guide them in achieving their goals
• Advise customers on leveraging Dataiku for data science projects from design to production
• Monitor customers' achievement of desired outcomes and communicate internally and externally
• Establish regular touch points with customers to review progress against objectives
• Use Customer Adoption & Health analytics to identify risks or expansion opportunities
• Prioritize and resolve customer requests or issues
• Build trusted relationships with internal stakeholders and business partners
• Champion customers internally to mitigate risk, improve customer experience, and drive value outcomes
• Stay current on Dataiku's products, competitive landscape, and data science trends
• Contribute to Customer Success team methodologies
• Minimum seven years of experience in customer success, technical account management, or client relationship management roles
• Experience managing a book of accounts with varying sizes and across different industries
• Familiarity with KPIs such as Gross Dollar Retention, Net Dollar Retention, Renewal Rate, NPS, and CSAT
• Collaborate with Professional Services and Partnerships
• Navigate ambiguity, build consensus, foster accountability, and work with urgency to deliver customer outcomes
• Strong written and oral presentation skills to engage both business and technical stakeholders
• Serve multiple customer stakeholders and build 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 global team
• Chance to work with renowned investors and partners
• Focus on accelerating adoption and business outcomes
• Consultative approach to customer success
• Opportunity to work with cross-functional teams
• Strong command of Dataiku's unique value proposition
• Ability to develop a deep understanding of customer's business
• Continuous advice on leveraging Dataiku for data science projects
• Regular touchpoints with customers to review progress
• Utilization of Customer Adoption & Health analytics
• Resolution of customer requests or issues
• Trusted and collaborative relationships with internal stakeholders
• Stay current on Dataiku's products and data science trends
• Embrace and contribute to Customer Success team methodologies
• Opportunity to work in a hyper-growth, product-based technology company
• 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 diverse and inclusive practices