Senior Customer Success Manager

4 weeks ago

Canada Zearch Full time

Zearch are partnering with a high-growth leader in data management and data observability, helping organizations gain visibility, control, and trust over their data. Our clients cutting-edge solutions empower businesses to ensure data quality, compliance, and operational efficiency at scale. Backed by top-tier investors, they are rapidly expanding and seeking a Customer Success Manager to drive customer satisfaction, retention, and growth.

Role Overview

As a Customer Success Manager (CSM), you will be the primary advocate for customers, ensuring they maximize the value of the platform. You will build strong relationships, drive adoption, and help customers achieve their data observability/analytics and integration goals. This is a strategic role that blends technical expertise, consultative problem-solving, and a strong customer-centric approach.

Key Responsibilities

Customer Relationship Management


•Serve as the trusted advisor for customers, understanding their business needs and guiding them on how to leverage our platform effectively.


•Develop and maintain strong, long-term relationships with key stakeholders, including data engineers, analysts, and executives.


•Conduct regular check-ins, QBRs (Quarterly Business Reviews), and strategy sessions to ensure customers derive value from our solution.

Adoption & Retention


•Drive onboarding, implementation, and best practices to accelerate time-to-value.


•Monitor product adoption and proactively identify and address roadblocks.


•Partner with customers to define success metrics and track progress.


•Advocate for customer needs internally, collaborating with Product, Engineering, and Sales teams.

Expansion & Growth


•Identify expansion opportunities and work closely with the Sales team to drive renewals and upsells.


•Educate customers on new features and use cases to maximize engagement.


•Develop case studies and customer testimonials by highlighting successful implementations.

Data-Driven Approach & Technical Enablement


•Analyze usage patterns, customer feedback, and support tickets to identify trends and recommend improvements.


•Provide training and workshops on data management best practices.


•Collaborate with Support and Engineering teams to resolve technical issues efficiently.

What We're Looking For


•3-7 years of experience in a Customer Success, Account Management, or Technical Consulting role, ideally within data management, iPaaS, data integration, data observability, or data/analytics.


•Strong understanding of data engineering, data governance, and cloud data platforms (Snowflake, Databricks, AWS, GCP, etc.).


•Excellent communication, presentation, and problem-solving skills.


•A proactive and customer-centric mindset, someone able to work in a start-up / early stage "figure it out" environment.


•Experience with customer success tools (Gainsight, Totango, or similar) and CRM systems (Salesforce, HubSpot).


•Ability to manage multiple accounts and prioritize effectively in a fast-paced environment.


•Strong analytical skills and ability to translate data into actionable insights.

Bonus Points


•Prior experience in data observability, data quality, or analytics.


•Experience working in a high-growth, fast-paced startup environment.


•Knowledge of SQL and data visualization tools (Tableau, Looker, Power BI).

Why Join Us?


•Work with cutting-edge technology in a rapidly growing market.


•Join a talented and passionate team solving real-world data challenges.


•Competitive salary, stock options, and benefits package.


•Opportunities for professional growth and career advancement.

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