Director, Customer Success

3 weeks ago

Kitchener, Canada Acceldata Inc Full time

About Us

Acceldata is the market leader in Enterprise Data Observability. Founded in 2018, Silicon Valley-based Acceldata has developed the world's first Enterprise Data Observability Platform to help build and operate great data products.

Enterprise Data Observability is at the intersection of today’s hottest and most crucial technologies such as AI, LLMs, Analytics, and DataOps. Acceldata provides mission-critical capabilities that deliver highly trusted and reliable data to power enterprise data products.

Delivered as a SaaS product, Acceldata's solutions have been embraced by global customers, such as HPE, HSBC, Visa, Freddie Mac, Manulife, Workday, Zoominfo, GSK, Oracle, PubMatic, PhonePe (Walmart), Hersheys, Dun & Bradstreet, and many more. Acceldata is a Series-C funded company and its investors include Insight Partners, March Capital, Lightspeed, Sorenson Ventures, Industry Ventures, and Emergent Ventures.

As the Director of Customer Success, your primary role would be to hire, expand and manage a team of customer success managers and technical support engineers. You will be responsible for ensuring that the team delivers on productivity metrics and meets customer satisfaction goals. Your job also entails driving renewals and identifying cross-sell/up-sell opportunities. You will need to have strong communication skills as you will be interacting extensively with the client data engineering team.

We’re looking for someone who can:
  • Hire and manage a high-performing team of customer success managers and support engineers
  • Provide input to the organization's strategic initiatives and drive these with the team
  • Develop KPIs to support the strategic initiatives
  • Establish operational objectives and work plans
  • Develop and nurture customers to become Brand Ambassadors on behalf of Acceldata
  • Interact with CISOs/Director/Manager Level stakeholders to drive VALUE realization from Acceldata Products.
  • Deliver Service Review presentations Onsite to align Acceldata services with customer business initiatives and priorities
  • Demonstrate a fundamental understanding of Acceldata’s technology and articulate the advantages of our solution against competitors.
  • Work closely with Account Sales teams to help with Upsell/Cross-sell opportunities in existing customers
  • Understand customer pain points and help drive escalations by coordinating between Product Management and Support groups.
What makes you the right fit for this position?
  • 5+ years experience in CS people management in a B2B SAAS environment
  • Experience in managing customer expectations and escalations
  • Ability to juggle multiple responsibilities and projects under tight deadlines
  • Budget and headcount preparation and planning experience
  • Ability to decompose complex problems into manageable chunks and create a project plan
  • Databricks/Snowflake/Hadoop/Kafka exposure is preferred but not required.
Acceldata is an equal-opportunity employer
  • At Acceldata, we are committed to providing equal employment opportunities regardless of job history, disability, gender identity, religion, race, color, caste, marital/parental status, veteran status, or other special status. We stand against the discrimination of employees and individuals and are proud to be an equitable workplace that welcomes individuals from all walks of life if they fit the designated roles and responsibilities

Acceldata is an equal-opportunity employer

At Acceldata, we are committed to providing equal employment opportunities regardless of job history, disability, gender identity, religion, race, color, caste, marital/parental status, veteran status, or any other special status. We stand against the discrimination of employees and individuals and are proud to be an equitable workplace that welcomes individuals from all walks of life if they fit the designated roles and responsibilities.

Life @ Acceldata

#LifeAtAcceldata is all about working with some of the best minds in the industry and experiencing a culture that values an ‘out-of-the-box’ mindset. If you want to push boundaries, learn continuously, and grow to be the best version of yourself, Acceldata is the place to be

We also believe in providing our employees with the right tools and resources to help them excel at their job. We offer:

- Flexible PTO Plan

- Up to 100% employer-paid benefits for health, dental, and vision coverage for specific plans

- Discounts and offerings through major vendors through our PEO

- Apple Air Mac Equipment

- Becoming part of the team who’s coined the term “Data Observability”

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