Senior Customer Success Manager

Job Summary:

We are seeking an experienced Senior Customer Success Manager to join our Customer Success team in ANZ. Your primary focus will be to drive customer adoption, retention, and growth, while ensuring exceptional customer experience. You will personally manage a portfolio of key customer accounts, ensuring direct engagement and tailored support for each. The candidate can be based in Sydney or Melbourne .

Responsibilities:

• Actively serve a portfolio of assigned accounts based in ANZ, including some of the world’s leading organizations in industries such as financial services, insurance, pharmaceuticals, transportation, manufacturing and technology

• Gain an understanding of clients’ use cases and desired business outcomes and help a large number of licensed users achieve these goals via Dataiku & associated professional services

• Leverage Customer Health analytics to identify customer expansion opportunities & churn risks

• Provide guidance to customer organizations on how to leverage Dataiku to implement data science projects from design to production

• Collaborate with Dataiku’s Sales team to expand customer relationships & ensure renewals

• Implement customer engagement strategies, including adoption plans, value assessments, and Executive Success Reviews

• Collaborate with Marketing to grow a library of customer testimonials

• Inform customers of Dataiku’s Product roadmap & provide continuous customer feedback to Dataiku’s Product team

• Oversee the management of a portfolio of customers, ensuring high levels of customer satisfaction and loyalty

• Collaborate with cross-functional teams to resolve complex customer issues

• Identify and pursue upsell and cross-sell opportunities

Requirements:

• 10+ years of experience in Customer Success, Account Management, or a related field

• Strong understanding of customer success principles and best practices

• Strong natural and intellectual curiosity especially around the application of technology to solve all kinds of problems, with the confidence to ask deep questions to understand prospective customer’s current and desired future state.

• Experience in technical pre-sales or post-sales, preferably in a high-growth environment

• Experience in the data science, analytics, or big data markets preferred

• Familiarity with data storage and computing infrastructure for data of all sizes (SQL, NoSQL, Kubernetes, Spark, etc)

• Comfortability talking to all levels of customer teams from individual contributors to C-level executives

• Experience in Analytics/AI or other enterprise software

Strategy and Operations:

• Develop and implement strategies to optimize customer success processes and workflows

• Analyze customer data to identify trends, opportunities, and challenges

• Collaborate with product and marketing teams to inform product roadmap and marketing strategies

Nice to Have:

• Experience with customer success platforms and tools

• Familiarity with data analysis and visualization tools

• Certification in Customer Success (e.g. CSM, CCSP)