Customer Success Manager

At Imply, our mission is to empower people and organizations to achieve more with their data. We believe that better insights lead to better decisions, and that the right technology can remove barriers, spark innovation and create lasting impact. In addition to our successful database business, we're building the industry's first observability warehouse, Imply Lumi. Built by the creators of Apache Druid, Lumi lets organizations store more data, support more use cases and spend less for observability. Imply Lumi is a high-performance, cost-efficient data layer built to decouple existing observability tools with zero disruption.

In this role, you will help redefine what is possible with observability and security data. As part of the Customer Success Team you will play an important role in bringing Imply Lumi to life. Lumi delivers lightning fast queries, significant cost savings and seamless integration with leading observability technologies while giving customers the freedom to innovate without vendor lock-in. You will partner closely with customers to understand their challenges, design tailored solutions and demonstrate how Lumi can unlock new levels of speed, scale and value from their data.

Backed by leading investors including a16z and Bessemer Venture Partners, Imply is on a fast growth trajectory, transforming how organizations manage and gain insights from their observability and security data. Our customers, including Pepsi, Reddit, Roblox, Salesforce, and others, rely on our technology to power faster decisions, reduce costs, and unlock new possibilities. Come join a team of innovators and problem-solvers who are reshaping the future of data

Responsibilities

• Serve as the primary point of contact for a portfolio of accounts, driving customer satisfaction, fostering relationships, and ensuring overall account health.
• Lead end-to-end customer renewals by demonstrating value, identifying expansion opportunities, and aligning with customer success goals.
• Own customer relationship management, from onboarding and adoption to continued engagement, ensuring seamless transitions and sustained platform usage.
• Collaborate with internal teams (Customer Architects, Sales, and Support) to address customer needs and proactively resolve challenges.
• Partner with customers to identify measurable business outcomes and develop success roadmaps tailored to their objectives.
• Drive adoption by engaging multiple stakeholders across customer organizations, expanding institutional usage and visibility of the platform.
• Proactively identify and communicate customer feedback, influencing the product roadmap to address gaps and enhance satisfaction.
• Build and execute account plans to mitigate risk and unlock expansion opportunities.
• Develop industry expertise in key verticals to better anticipate customer challenges and provide strategic insights.

Requirements

• Minimum 3+ years in Customer Success, Account Management, or a similar customer-facing role in the technology or SaaS industry.
• Strong business acumen with the ability to articulate how technology solutions deliver measurable value to customers.
• Proven ability to lead complex customer relationships, including renewals and growth discussions, with technical and business stakeholders.
• Exceptional communication and interpersonal skills to build trust and foster collaboration with diverse customer teams.
• Ability to identify and execute growth opportunities while driving adoption across customer organizations.
• Comfortable managing multiple accounts simultaneously, maintaining high attention to detail and prioritization.

Bonus Points

• Experience with cloud platforms (AWS, GCP, Azure), SaaS technologies, and data-driven solutions, enabling you to guide customers effectively.
• Familiarity with data analytics, visualization tools, or data-driven business strategies.
• Experience working with or alongside technical teams, bridging the gap between business outcomes and technical execution.
• Exposure to renewals-focused methodologies like MEDDIC or equivalent.
• Background in data architecture, engineering, or tools such as SQL, ETL platforms, or data modeling.

What We Offer

• 100% Paid Medical, Dental and Vision Benefits
• 401(k) Program
• Fertility Coverage
• Pet Insurance
• Dependent Care FSA
• Mental Health Support
• Life and AD&D Insurance
• Unlimited Paid Time Off - USA Only
• Wellness Stipend
• Home Office Equipment Reimbursement
• Pre-Tax Commuter Benefits

Individual compensation will be determined based on the candidate's experience and qualifications aligned with Imply's internal leveling guidelines and benchmarks. This role is also eligible to participate in Imply's equity plan subject to the terms of the applicable plans and policies.

Compensation: $100,000 - $140,000

Don't meet every single requirement? Studies have shown that certain minority groups are less likely to apply to jobs unless they meet every qualification. At Imply, we are dedicated to building a diverse, inclusive and authentic workplace. If you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or for other roles in the future.

Imply is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, gender identity or expression, marital status, national origin, disability, protected veteran status, race, religion, pregnancy, sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Please note, applications and candidate submissions are subject to our privacy policy and, for California residents, the CCPA terms available at https://imply.io/privacy.

Attention: Imply Applicants

Due to reports of phishing, we're requesting that all Imply applicants apply through our official Careers page at imply.io/careers. All official communication from Imply will come from email addresses ending with @imply.io.

#LI-REMOTE

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