Sr Customer Success Manager

The Dataiku Sr Customer Success Manager is responsible for serving a portfolio of large enterprise accounts. This position proactively works with a broad set of stakeholders to illustrate the value delivered through Dataiku’s software & services. The Sr Customer Success Manager serves as the internal voice of the customer while working with other Dataiku teams and partners to exceed customer expectations. This individual's performance is based on specific metrics associated with customer product adoption, expansion & retention.

In this role, you'll help the team:

• Actively serve a portfolio of assigned accounts, including some of the world’s leading organizations in industries such as financial services, insurance, pharmaceuticals, transportation, manufacturing, and technology
• Gain an understanding of clients’ desired business outcomes, and use cases and help a large number of licensed users achieve these goals via Dataiku's Product & Services
• Help clients translate the business use cases they’re trying to crack into data analytics and data science solutions
• Partner with Dataiku Implementation Managers, Field Engineers, and Data Scientists to ensure successful deployment and engagement with Dataiku
• Guide customer organizations on how to leverage Dataiku to implement data projects from design to production - driving adoption and value realization
• Implement customer engagement strategies, including consistent Executive / Quarterly Business Reviews
• Leverage Customer Health analytics to identify customer expansion opportunities & churn risks
• Collaborate with Dataiku’s Sales team to expand customer relationships & ensure renewals
• Effectively solve ad-hoc customer issues as needed, interacting with Customer Support, escalating customer issues as needed and identifying solutions/resources
• Collaborate with Marketing to grow library of customer testimonials
• Inform customers of Dataiku’s Product roadmap & provide continuous customer feedback to Dataiku’s Product team
• Stay current customers on Dataiku’s products, competitive landscape & data science trends
• Embrace & contribute to Customer Success team methodologies

You may be a good fit for the role if you have:

• Passion for serving large organizations and the use of data and AI 
• Comfort establishing credibility with key customer decision makers, champions & influencers
• Ease in speaking to stakeholders at all levels and various departments: from business executives to data scientists, analysts, and IT
• Validated results in a prior role
• 5+ years of prior account management, customer success, and consulting experience, preferably within enterprise software or data science
• Ability to travel up to 40% of the time

Expected Outcomes:

• Increased depth & breadth of product adoption across customer accounts
• Identification of additional revenue opportunities for the Dataiku Sales team
• High revenue retention with limited churn & downsells
• Verifiable customer proof points, references, and case studies across customer portfolio
• High NPS & Customer Satisfaction score