Staff Customer Success Manager

Acceldata; Canada; Remote; CAD 100,000 - 150,000; Full time

Job summary

A leading data observability company is seeking a Staff Customer Success Manager to guide clients toward successful outcomes. This role emphasizes building trusted partnerships, driving product adoption, and ensuring client retention. Candidates should have over 10 years of relevant experience in customer-facing technical roles. The position offers flexibility and the chance to work with top industry talent.

Benefits

Flexible PTO Plan

Employer-paid health, dental, and vision coverage

Discounts for major vendors

Apple Mac equipment

Innovative company culture

Qualifications

• 10+ years in a customer-facing technical role like Customer Success or Solutions Architecture.
• Proven experience building relationships with executive sponsors and technical stakeholders.
• Experience building customer success processes in a fast-paced environment.
• Ability to work across multiple time zones and travel as needed.

Responsibilities

• Own the post-sales strategy for enterprise accounts as a trusted advisor.
• Lead Customer Success Plans to drive adoption of the platform.
• Manage portfolio's commercial health and mitigate churn risk.
• Mentor team members and translate customer feedback into actionable insights.

Skills

Customer Success Management

Technical Solutions Architecture

Communication Skills

Process Development

Mentoring

Job description

Overview

About Us

Acceldata is the market leader in Enterprise Data Observability. Founded in 2018 and backed by top investors, we are a Series-C funded company headquartered in Silicon Valley. Our Enterprise Data Observability Platform helps enterprises build and operate data products by ensuring data is reliable, trusted, and ready to power today’s technologies, including AI, LLMs, Analytics, and DataOps. Delivered as a SaaS solution, Acceldata is trusted by global organizations such as HPE, HSBC, Visa, Freddie Mac, Manulife, Workday, Oracle, PubMatic, PhonePe (Walmart), Hershey’s, and Dun & Bradstreet. *We are looking for candidates on Eastern Time Zone*

As a Staff Customer Success Manager, you’ll guide your portfolio of clients toward success by building trusted partnerships, driving product adoption, and fostering long-term value. Your focus will be on creating impactful connections, ensuring retention, and helping customers get the most out of Acceldata. If you love solving challenges, delivering results, and seeing customers thrive, we want to hear from you!

Responsibilities

• Own Strategic Account Outcomes: Own the post-sales strategy for a portfolio of enterprise accounts, establishing yourself as a trusted advisor to both technical teams and C-level executives to drive business transformation and ROI.
• Drive Adoption and Value Realization: Lead the development and execution of joint Customer Success Plans, focusing on accelerating time-to-value, driving deep adoption of our data observability platform, and ensuring customers achieve their defined business goals.
• Manage Commercial Health: Take ownership of your portfolio's commercial health, including forecasting and mitigating churn risk, driving renewals, and partnering with the sales team to identify and execute on expansion opportunities.
• Scale and Mentor: Act as a subject matter expert within the CS organization by mentoring team members, developing and refining best-practice playbooks, and translating customer feedback into actionable insights for our product and engineering teams.

Qualifications

• Experience: 10+ years in a senior, customer-facing technical role such as Enterprise Customer Success, Solutions Architecture, or Consulting, with deep domain knowledge in the data management, AI, or observability space.
• Executive Presence: Proven experience building trusted relationships with executive sponsors and technical stakeholders, with exceptional communication skills and the poise to navigate complex customer issues and escalations.
• Process-Oriented: Hands-on experience building and scaling customer success processes (e.g., onboarding, risk management, QBRs, renewals) in a high-growth, fast-paced environment.
• Flexibility: The ability to work effectively across multiple time zones and travel to customer locations as needed.

Equal Opportunity and Benefits

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 status. We stand against discrimination and are an equitable workplace that welcomes individuals from all walks of life if they fit the designated roles and responsibilities.

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

We also provide tools and resources to help employees excel. We offer:

• Flexible PTO Plan
• Up to 100% employer-paid health, dental, and vision coverage for specific plans
• Discounts and offerings for major vendors through our PEO
• Apple Mac equipment
• Becoming part of the team that coined the term “Data Observability”