Customer Success Manager

THE ROLE

The mission for this Customer Success Manager role is to own and manage enterprise accounts across the full-post sales journey from implementation to adoption, expansion, and retention. This role will involve significant travel as needed to customer sites.

Responsibilities:

• Own key customer accounts and achieve top decile results across retention, expansion, adoption, and advocacy.
• Build strategic customer relationships, identify expansion opportunities, and collaborate with sales to win those opportunities.
• Ensure retention across your customer base by implementing adoption plays, uncovering and communicating value, and collaborating with sales to ensure renewals are executed on-time.
• Contribute to internal playbooks for implementation, adoption, expansion, and retention.
• Drive the negotiation, scoping, project management, and execution of professional services contracts in collaboration with the Technical Solutions team.

QUALIFICATIONS

• 5-8 years of experience in customer success / analytics consulting and in advising enterprise clients on analytics roll out, adoption, and use case execution
• Track record of exceptional results a customer success manager
• Deep understanding of analytics team in large enterprises
• Extremely strong customer facing skills
• Experience with big data technologies, data modeling, and some knowledge of machine learning – R/Python, SQL or Spark

PERSONAL CHARACTERISTICS

• Impeccable follow through: never drops the ball and communicates proactively when timelines need to be pushed
• Thoughtful *and* fast. Understands that speed is a competitive advantage and always strives to hit their goals 10x faster than expected.
• Data-driven: knows what metrics matter and can analyze them
• Hustles: Creative ability to get deals closed against all odds
• Customer obsessed: laser focused on providing value