Senior Customer Success Manager

2 days ago

Mountain View, United States Yellowbrick Data Full time

Yellowbrick Data is a Silicon Valley based startup that invented a Kubernetes based cloud-native data platform for the hybrid multi-cloud world. Yellowbrick's innovative platform can run in customer's cloud accounts or on-premises private clouds, offering flexibility while ensuring data residency, localization, and sovereignty, all with significant performance improvements. Major insurers, credit card companies, telcos, healthcare firms and government agencies all trust Yellowbrick to transform data into actionable insights, quickly without compromising data security. Join us to drive business transformation at the forefront of data innovation.

Job Overview:

We are seeking a highly motivated and experienced Senior Customer Success Manager to join our growing team. In this role, you will be responsible for driving customer satisfaction, retention, and expansion by ensuring that our clients receive maximum value from our products and services. You will serve as a trusted advisor to key accounts, helping to align our solutions with their strategic objectives and leading cross-functional initiatives to meet customer goals.

The ideal candidate will have a proven track record of managing enterprise clients, a deep understanding of customer success best practices, and the ability to collaborate across multiple departments including sales, product, and support.

Responsibilities:

  • Customer Relationship Management: Build and maintain strong relationships with key stakeholders at all levels of client organizations, becoming a trusted partner and point of contact.
  • Account Strategy & Growth: Develop and execute strategic account plans that align customer goals with company offerings. Identify opportunities for upselling, cross-selling, and expansion.
  • Onboarding & Training: Lead and optimize the customer onboarding process to ensure successful adoption and engagement with the platform.
  • Retention & Advocacy: Proactively manage customer health metrics, addressing any issues that may affect satisfaction or retention. Work to reduce churn and drive renewals.
  • Product Expertise: Become an expert on our product offerings and serve as a resource to customers, providing guidance on best practices and strategic use cases.
  • Customer Feedback & Advocacy: Act as the voice of the customer within the organization, sharing feedback with product, engineering, and marketing teams to drive improvements and innovation.
  • Cross-Functional Collaboration: Partner closely with sales, support, and product teams to ensure customer satisfaction and success across all stages of the customer lifecycle.
  • Reporting & Metrics: Monitor key performance indicators (KPIs) related to customer satisfaction, usage, retention, and growth. Provide regular reporting to internal and external stakeholders.
Qualifications:
  • 10+ years of experience in customer success, account management, or a similar client-facing role, preferably within SaaS or technology environments.
  • Proven track record of managing and growing enterprise-level accounts.
  • Strong understanding of customer success methodologies, KPIs, and best practices.
  • Excellent communication, presentation, and relationship-building skills.
  • Ability to manage multiple accounts and priorities simultaneously with a proactive, solution-oriented mindset.
  • Experience working cross-functionally with sales, product, and technical teams.
  • Analytical and problem-solving skills, with the ability to identify and address customer needs.
  • Bachelor's degree in Business, Marketing, or a related field (or equivalent experience).
  • Experience with CRM software, such as Salesforce, and customer success platforms like Gainsight, Totango, or ChurnZero.
  • Technical background or familiarity with cloud-based solutions.
  • Experience leading or mentoring junior team members.
  • Travel of up to 25%

We encourage people from underrepresented groups to apply. Come advance with us In keeping with our values, no employee or applicant will face discrimination/harassment based on: race, color, ancestry, national origin, religion, age, gender, marital domestic partner status, sexual orientation, gender identity, disability status, or veteran status. Yellowbrick Data also strives to prevent other, subtler forms of inappropriate behavior (e.g., stereotyping) from ever gaining a foothold in our organization. Whether blatant or hidden, barriers to success have no place at Yellowbrick Data.

Yellowbrick may keep any job application for a period of three years to allow Yellowbrick to consider you for other suitable openings within the Company in the future. If you would like to opt out from the Company's policy of retaining your information for the purposes of considering you for other suitable openings, please email gail.boddy@yellowbrick.com. The full text of Yellowbrick's California, the European Economic Area and United Kingdom Job Applicant Privacy Notice can be found here.

To all recruitment agencies: Yellowbrick Data does not accept agency resumes. Please do not forward resumes to Yellowbrick Data employees or any other organization location. Yellowbrick Data is not responsible for any fees related to unsolicited resumes.

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