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Customer Success Manager

2 months ago

Austin, United States data.world Full time

The data.world team is looking for a strategic, results-driven Customer Success Manager (CSM) to engage, retain, and enable our customers. The CSM is ultimately responsible for the complete post-sales lifecycle of a portfolio of customers. As a CSM, you will be the primary advocate for each customer, guiding them along a path to success. You'll be working with a wide range of customer personas. The ideal candidate will be as passionate about data.world as they are about providing an exceptional experience for every customer. You will play a critical role in helping data.world achieve its mission.

This person will report to the Senior Manager, Customer Success, and work closely with team members across sales, implementation, product, support, and other areas.

At data.world, you will:

  • Establish a trusted/strategic advisor relationship with each assigned customer and drive continued value and adoption of our products and services, ensuring retention.
  • Work with customers to establish critical goals or other key performance indicators; then aid the customer in achieving their desired outcomes.
  • Maintain high levels of customer engagement (including on-site meetings) with a focus on building customer loyalty.
  • Conduct workshops, business reviews and proactively suggest solutions to common customer challenges.
  • Coach customers to be product experts and train their teams on data.world's best practices so they become increasingly self-sufficient.
  • Proactively spot and correct any issues that could affect customer satisfaction or retention.
  • Project manage account escalations.
  • Detect, report, forecast and mitigate customer risk.
  • Develop, prepare, and nurture customers for advocacy; drive customer references and case studies.
  • Continually identify and develop new uses for data.world that drive adoption and align to customers' business needs and strategic goals.
  • Work to identify and/or develop upsell opportunities in partnership with the Account Executive.
  • Advocate customer's needs and escalate issues interdepartmentally.
  • Develop Customer Success assets and methods, and work with Product Marketing to create new or refine existing adoption materials.

We'd love to see:

  • 3-5 years experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention.
  • Experience in data or governance related industries is a plus.
  • Familiarity working with enterprise, Fortune 100 customers.
  • Demonstrated versatility in communicating complex technology-related business issues to audiences with a varying range of technical expertise.
  • Ability to lead a meeting / command a room.
  • Diplomacy, tact, and poise under pressure when working through customer issues.
  • Creative thinker with an innovative approach to problem solving.
  • Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption.
  • Thrives in a multitasking environment and can adjust priorities on-the-fly.
  • Excellent verbal, written, presentation and interpersonal communication skills.
  • Detail oriented and analytical.
  • Occasional travel up to 20%.
  • Bachelor's degree - technical degree, aptitude, or experience is a plus.

Perks and benefits:

  • Competitive compensation with a generous bonus program.
  • Fully paid health, vision, and dental insurance premiums for your entire family.
  • Company-paid life insurance, short and long-term disability insurance, and legal coverage.
  • Remote-forward, super flexible, casual environment with open PTO.
  • Charitable donation matching and community philanthropy opportunities.
  • Quarterly headquarters events - all employees welcome.
  • An awesome group of smart coworkers, including a tight-knit team of startup veterans with integrity, passion, and a good sense of humor.
  • Your own Sparkletar owl character - have you seen them yet?

If you have the exceptional combination of skills and qualities that we are looking for, then we're excited to meet you

Note: We encourage people from underrepresented groups to apply. data.world is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

We are the world's largest collaborative data community, and we firmly believe that our people need to represent the very diverse nature of the community we are serving and the customer base we are winning. We believe that diversity leads to the most creative discussions, ideas, and outcomes.

Drug-Free Workplace

data.world is committed to providing a safe, healthy, and productive work environment. Consistent with this commitment, it is the intent of the Company to maintain a drug-free workplace.