Enterprise Customer Success Manager

2 weeks ago

Kitchener, Canada Acceldata 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.

We are looking for an Enterprise Customer Success Manager (CSM) who has what it takes to accelerate our customers in their defined path to success. Our customer base is quickly expanding along with our Customer Success team. Our CSMs are accountable for customer adoption, retention, engagement, and creating true customer advocacy.

**We’re looking for someone who can**:

- Own a portfolio of customers and be a single point of contact for the health of the customer.
- Establish "trusted advisor" relationships with the management and technical teams on the customer side while working seamlessly with our account team to extend "Acceldata" reputation and position as a vendor.
- Own and continuously measure/improve customer adoption with faster Time to Value(TTV).
- Identify opportunities for the adoption of Acceldata products and features; making quick changes if necessary
- Become an enabler for the customer teams via dedicated office hours, recorded enablement snippets, Scoped Proof of Values, etc.,
- Work with key stakeholders in coordinating Customer Success Workshops to devise a Customer Success Plan(CSP) with defined measurable Milestones/Timelines. Get key stakeholders buy-in on the CSP.
- Enable and introduce customers on new release features and premium features of the product.
- Monitor adoption trends, share best practices, and work with customers to optimize their usage of Acceldata
- Proactively work on customers coming for renewal in the next 120 days.
- Continuously track and publish churn risks. Identify risks or barriers to success and proactively put together an action plan to de-risk.
- Effectively have an oversight on escalations involving all the relevant internal teams for faster resolution.
- Proactively work with Professional Services, Support, Product, and Engineering to ensure the health of Acceldata Platform deployed on customer environment with no unplanned disruptions, no lengthy upgrades, acceptable Time to Resolution(TTR) on support tickets, acceptable Time to Market(TTM) on feature requests, etc.,
- Partner with Sales and Operations to ensure the renewal paperwork is completed on time.
- Align customer’s program roadmap with Acceldata’s product development roadmap to ensure success.
- Project manage and communicate the outcomes agreed on the Customer Success Plan.
- Effective Account Management with regular cadence with not just the key sponsor but also all key stakeholders of the installation.
- Organize periodic Monthly Business Reviews(MBR), Quarterly Business Reviews (QBR), and Executive Business Reviews (EBR).
- Capture key outcomes and update the CSP with relevant items.
- Organize onsite visits, customer appointments during key events, webinars, and workshops.
- Lead key survey participation like NPS surveys, CSATs, etc.,
- Possesses the ability to interface with C-level executives to drive program strategy and ROI.
- Translate customer feedback, goals, and needs to improve Acceldata.
- Identify key customer champions and nurture them for references, G2/Gartner Reviews, case studies, public conference and webinar collaborations, etc.
- Higher NPS, CSAT and other key success metrics.
- Partner with Sales with Account Planning to identify expansion opportunities and ensure we realize the expansion sales potential within your portfolio.

**What makes you the right fit for this position?**:

- Data and AI domain knowledge and experience are required.
- 10+ years of experience in Enterprise Customer Success, Account Management, Pre Sales Engineering, Architecture, or Consulting.
- Customer Success Platform experience (Totango, Gainsight, Churnzero, Catalyst). Currently, we are evaluating Salesforce.
- Hands-on building of CS processes (adoption, churn reduction, risk management, renewals, expansions, etc).
- Diplomacy, tact, and poise when working through customer issues and escalations.
- Proven experience in senior customer-facing roles that require a mix of influencing, validating, negotiating, understanding, and execution.
- Excellent customer-faci

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