Sr Customer Success Manager

3 weeks ago

Riyadh, Saudi Arabia Dataiku Full time

At Dataiku, we're not just adapting to the AI revolution, we're leading it. Since our beginning in Paris in 2013, we've been pioneering the future of AI with a platform that makes data actionable and accessible. With over 1,000 teammates across 25 countries and backed by a renowned set of investors, we're the architects of Everyday AI, enabling data experts and domain experts to work together to build AI into their daily operations, from advanced analytics to Generative AI.

The Customer Success team at Dataiku is focused on accelerating adoption and business outcomes by guiding customers on their fastest path to value with Dataiku. By leveraging deeply consultative skills and strong product knowledge, Customer Success Managers align with customers throughout their journey to understand their desired business outcomes, empower them to maximize the value of their existing use cases, and optimize for growth into new use cases across their business - ultimately working to ensure continuously improving value and return on their Dataiku investment.

Customer Success Managers play an integral role in our business, also serving as the ultimate liaisons between customers and internal teams, including Sales, Services, Product Management, and Marketing, among others. In so doing, CSMs ensure streamlined value delivery based on desired customer outcomes and use case metrics, with a focus on mutual success and growth.

**How you'll make an impact **#LI-Remote**
- Work with customers across our Middle East region
- Own a portfolio of assigned accounts that may vary in market size, industry, and complexity, with a focus on ensuring successful onboarding onto Dataiku, increasing adoption, ensuring retention, growth, and overall customer satisfaction
- Align closely with key customer stakeholders to ensure that the vision, implementation plan, and desired business outcomes established pre-sales are supported by clear objectives, action items, owners, and sponsors
- Have a strong command of Dataiku's unique value proposition, the business value our key solutions drive, our approach to operationalizing Everyday AI, and common use cases and best practices. Be able to effectively leverage the above to guide customers on their journey with Dataiku
- Keen ability to develop a deep understanding of a customer's business, use cases, and outcomes to guide them to achieve these via Dataiku's product and services
- Continuously advise customers on how to leverage Dataiku to implement data science projects from design to production
- Monitor customers' achievement of desired outcomes and value, consistently and effectively telling the story of these both to internal stakeholders and externally to key customer stakeholders
- Establish regular touchpoints with assigned customers per established best practices, to review progress against strategic business and technical product objectives
- Leverage Customer Adoption & Health analytics to identify potential risks or opportunities for expansion, with a focus on translating this data into actionable advice
- Effectively prioritize and orchestrate the resolution of customer requests or issues
- Develop trusted and collaborative relationships with internal stakeholders and business partners, including Sales, Sales Engineering, Services, Support, Partnerships, Product, and Marketing, among others
- Champion customers internally to mitigate risk, improve customer experience, drive value outcomes, and unlock growth
- Stay current on Dataiku's products, competitive landscape, & data science trends
- Embrace and contribute to Customer Success team methodologies

**What you'll need to be successful**
- Minimum five (5) years of professional experience in customer success, technical account management, or client relationship management roles with a demonstrated history of increasing adoption, retention, and customer satisfaction
- Experience managing a fast-growing book of accounts, with account sizes ranging from ~$200k to multi-million ARR across the Forbes Global 2000 and beyond
- Experience with KPIs such as Gross Dollar Retention, Net Dollar Retention, Renewal Rate, Logo Retention Rate, NPS, and CSAT
- Experience working collaboratively across Professional Services and Partner motions
- Track record of successfully navigating ambiguity, building consensus, fostering accountability, and working with urgency to deliver customer outcomes
- Strong written and oral presentation skills, with the ability to effectively engage both business and technical stakeholders (from Analyst to C-level)
- Confidence in serving multiple customer stakeholders and working to build communities of champions/advocates across large organizations
- An understanding of core data science concepts and the ability to translate business use cases into data science solutions
- Project management and storytelling skills
- Strong technical, analytic, and problem-solving skills
- Ideally, you are based in Riyadh with the ability

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