Strategic Customer Success Manager

• a deep understanding of a customer's business, use cases, and outcomes to guide them to achieve these via Dataiku's product and services
• Continuously advise customers on how to leverage Dataiku to implement data science projects from design to production
• Monitor customers’ achievement of desired outcomes and value, consistently and effectively telling the story of both to internal stakeholders and externally to key customer stakeholders
• Establish regular touchpoints with assigned customers per established best practices, to review progress against strategic business and technical product objectives
• Leverage Customer Adoption & Health analytics to identify potential risks or opportunities for expansion, with a focus on translating this data into actionable advice
• Effectively prioritise and orchestrate the resolution of customer requests or issues
• Develop trusted and collaborative relationships with internal stakeholders and business partners, including Sales, Sales Engineering, Services, Support, Partnerships, Product, and Marketing, among others
• Champion customers internally to mitigate risk, improve customer experience, drive value outcomes, and unlock growth
• Stay current on Dataiku’s products, competitive landscape, & data science trends
• Embrace and contribute to the Customer Success team methodologies

Experience (What We’re Looking For)

• Minimum seven (7) years of professional experience in customer success, technical account management, or client relationship management roles with a demonstrated history of increasing adoption, retention, and customer satisfaction
• Experience managing a fast-growing book of accounts, with account sizes ranging from ~$500k to multi-million dollar ARR across the Forbes Global 2000 and beyond
• Experience with KPIs such as Gross Dollar Retention, Net Dollar Retention, Renewal Rate, Logo Retention Rate, NPS, and CSAT
• Experience working collaboratively across Professional Services and Partner motions
• Track record of successfully navigating ambiguity, building consensus, fostering accountability, and working with urgency to deliver customer outcomes
• Strong written and oral presentation skills, with the ability to effectively engage both business and technical stakeholders (from Analyst to C-level)
• Confidence in serving multiple customer stakeholders and working to build communities of champions/advocates across large organisations
• An understanding of core data science concepts and the ability to translate business use cases into data science solutions
• Project management and storytelling skills
• Strong technical, analytic, and problem-solving skills

You may be a good fit for this role if you:

• Have a never-ending intellectual curiosity, are detail-oriented, and analytical
• Have experience in hyper-growth, product-based technology companies
• Are passionate about technology, the data and analytics space, and enjoy learning new solutions, features/functionalities and translating these into solutions that drive business value for customers
• Understand the importance of being a self-motivated team player 
• Show an appreciation for nuance and a desire to build consensus in a diverse and multicultural environment

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