Customer Success Manager

About Our Client

The Universal AI Platform™ gives organizations control over their AI talent, processes, and technologies to unleash the creation of analytics, models, and agents. Providing no-, low-, and full-code capabilities, this platform meets teams where they are today, allowing them to begin building with AI using their existing skills and knowledge.

About The Role

The Customer Success Manager is responsible for serving a portfolio of accounts for the West territory. This position proactively works with a broad set of stakeholders to illustrate the value delivered through the organization’s software & services. The Customer Success Manager serves as the internal voice of the customer while working with other teams and partners to exceed customer expectations. This individual’s performance is based on specific metrics associated with customer product adoption, expansion & retention.

Key Responsibilities

• Actively serve a portfolio of assigned accounts including some of the world’s leading organizations in industries such as financial services, insurance, pharmaceuticals, transportation, manufacturing and technology.
• Gain an understanding of client’s use cases and desired business outcomes and help a large number of licensed users achieve these goals via the Product & Services.
• Help clients translate the business use cases they’re trying to crack into data science solutions.
• Partner with Implementation Managers and Data Scientists to ensure successful deployment and engagement with the platform.
• Provide guidance to customer organizations on how to leverage the platform to implement data science projects from design to production.
• Implement customer engagement strategies including consistent Executive Business Reviews.
• Leverage Customer Health analytics to identify customer expansion opportunities & churn risks.
• Collaborate with the Sales team to expand customer relationships & ensure renewals.
• Effectively solve ad-hoc customer issues as needed, interacting with Customer Support, escalating customer issues as needed and identifying solutions/resources.
• Collaborate with Marketing to grow library of customer testimonials.
• Inform customers of the Product roadmap & provide continuous customer feedback to the Product team.
• Stay current customers on products, competitive landscape & data science trends.
• Embrace & contribute to Customer Success team methodologies.

Required Qualifications

• Passion for serving large organizations and for data science.
• Comfort establishing credibility with key customer decision makers & influencers.
• Ease in speaking to stakeholders at all levels and various departments: from business executives to data scientists, analysts and IT.
• Working knowledge of databases and big data technologies such as Hadoop and Spark preferred.
• Validated results in prior role.
• At least 5-15 years of prior account management, customer success, consulting experience, preferably within enterprise software or data science.
• Ability to travel up to 40% of the time.

Expected Outcomes

• Increased depth & breadth of product adoption across customer accounts.
• Identification of additional revenue opportunities for the Sales team.
• High revenue retention with limited churn & downsells.
• Verifiable customer proof points, references and case studies across customer portfolio.
• High NPS & Customer Satisfaction score.

Compensation and Benefits

The final compensation package for this role will be determined during the interview process and is based on a variety of factors, including, but not limited to, geographic location, internal equity, education, skill set, experience and training. Eligible roles may also be entitled to receive commission or other variable compensation through the incentive compensation program.

The organization also offers comprehensive benefits, including stock options, medical, dental, and vision plans, flexible spending accounts, pre-tax commuter benefits, a 401k company match, paid vacations and sick leave, paid parental leave, employer paid disability coverage, and additional health and wellbeing perks and benefits. The organization reserves the right to amend or modify employee perks and benefits at any time.

Salary Range

$126,000—$140,000 USD

What are you waiting for!

As part of this organization, you’ll be on a journey to shape the ever-evolving world of AI. This is not just about building a product; it’s about crafting the future of AI. If you’re ready to make a significant impact in a company that values innovation, collaboration, and your personal growth, we can’t wait to welcome you!

Note:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”