Senior Customer Success Manager

Treasure Data•New York, NY

1d•Hybrid

About The Position

At Treasure Data, we’re on a mission to radically simplify how companies use data and AI to create connected customer experiences. Our intelligent customer data platform (CDP) drives revenue growth and operational efficiency across the enterprise to deliver powerful business outcomes. We are thrilled that Forrester has recognized Treasure Data as a Leader in The Forrester Wave™: Customer Data Platforms For B2C. It's an honor to be acknowledged for our efforts in advancing the CDP industry with cutting-edge AI and real-time capabilities. Furthermore, Treasure Data employees are enthusiastic, data-driven, and customer-obsessed. We are a team of drivers—self-starters who take initiative, anticipate needs, and proactively jump in to solve problems. Our actions reflect our values of honesty, reliability, openness, and humility. Your Role: We are looking for a Senior Customer Success Manager to drive product adoption and ensure customers achieve their business goals, leading to strong ROI, growing NRR, and high customer satisfaction. Operating with significant autonomy, you'll navigate complex customer organizations, establish best practices adopted across the CSM team, and serve as the strategic advisor customers rely on for CDP success. You'll probe deeply to understand customer data strategies, guide adoption of best practices, and push customers to execute on use cases that deliver measurable business value.

Requirements

8+ years relevant work experience
3+ years supporting a CDP or similar platform
Strong understanding of Marketing Technology Solutions
Demonstrated history of strong customer satisfaction scores
Excellence in written and verbal communication
Technical acumen with business and strategic curiosity
Active listening with ability to pivot based on customer priorities
Self-directed learner who identifies and fills knowledge gaps independently
Strong cross-functional collaboration, particularly with Partners, Marketing, and Product

Responsibilities

Drive product adoption across complex enterprise accounts, establishing procedures that become CSM best practices
Lead strategic business reviews and maintain comprehensive success plans tracking goals, action items, and ROI
Conduct CDP Maturity Assessments and run Use Case Workshops to prioritize customer roadmaps
Document verified outcomes and build customer advocacy programs
Create bespoke value reports for senior stakeholders, making champions heroes to their organizations
Provide strategic advice to customers on how to leverage Treasure Data to realize value
Build customer advocates who are willing to share success stories, provide case studies and speak at events
Own day-to-day customer relationships as primary escalation path and trusted advisor
Track usage patterns and health scores in Gainsight to proactively identify risks and opportunities
Identify upsell opportunities and provide input on churn forecasting and renewal strategies
Lead kickoff calls, check-ins, and coordinate renewal processes
Align with and challenge partners to advance customers in their data maturity
Understand customers’ business objectives and align Treasure Data’s solutions to meet these.
Serve as voice of customer internally, ensuring customer needs are understood and respected
Share product roadmap updates and collect strategic feedback for Product teams
Support implementations by coordinating requirements with PS/Partners while maintaining ownership
Create and manage Support cases, following through to timely resolution
Provide customized demos and coordinate end-user training with Academy and TAM teams
Establish CSM procedures and frameworks adopted across the organization
Mentor junior CSMs and share knowledge/resources across the team
Continuously educate yourself on martech, data, AI, and platform evolution
Track customer milestones and outcomes with strong attention to detail

Benefits

Comprehensive medical, dental, vision plans and Employee Assistance Program (EAP)
Competitive compensation packages
Company paid life insurance 3x salary
Company paid short- and long-term disability coverage
Retirement planning (401K) with 4% company match
Restricted Stock Units (RSU)
Flexible Time Off (FTO)
Up to 26 weeks paid parental leave including a post-partum night nurse
Comprehensive support and access to care for everyone, everywhere through Carrot - our global reproductive health and family-building benefit.

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