Responsable du succès client

As Customer Success Manager you will be a key contributor to the success of Odaseva.

You are part Project Manager, Consultant, Product Expert and cross-stream Quarterback.

Our Customer Success Managers main goal is to ensure the success of our customers based in EMEA leading towards increased adoption, retention, customer satisfaction and ultimately, the expansion of the Odaseva footprint.

Your responsibilities will include :

• Strategic Advisory & Leadership : Act as the trusted advisor and primary point of contact for all our customers, including those on Success Plans, driving product adoption and overall satisfaction.
• Build Executive Relationships : Cultivate relationships built on trust and technical credibility, engaging effectively with executives, administrators, and architects to deeply understand and address their Data Governance and Security needs.
• Product Expertise & Vision : Stay at the forefront of Odaseva Platform enhancements and industry trends, leveraging your deep product knowledge to be a relevant and impactful resource for your customers and peers. Deliver in-depth product enablement to increase awareness and drive adoption.
• Key Account Onboarding & Acceleration : Lead the comprehensive onboarding process for our key customers, ensuring a seamless transition and accelerating their journey to achieve maximum value from their investment in Odaseva technology.
• Complex Use Case Resolution : Serve as the main point of contact for your customers, sharing profound technical knowledge to address complex data governance and security use cases.
• Risk Management & Escalation : Act as the primary escalation point, proactively identifying and driving initiatives to manage accounts at risk ("red accounts") and ensuring timely, effective resolution.
• Voice of the Customer : Champion customer feedback internally, collaborating with product, engineering, and sales teams to drive relevant enhancements, new features, and process improvements that elevate our technology, support, and overall customer experience.
• Cross-Functional Collaboration : Mobilize and coordinate other Odaseva resources across the organization to maximize customer satisfaction and ensure comprehensive support.
• Growth & Expansion : Engage directly in renewal and upsell conversations alongside designated Sales team members, actively contributing to the expansion of the Odaseva customer footprint.
• Knowledge Sharing & Enablement : Share your deep technical knowledge with the broader CSM / CST organization through regular enablement sessions, contributing to our collective expertise.
• Content Development : Participate in the creation of meaningful content to enrich our Knowledge Base and overall documentation, empowering both customers and internal teams.

You will bring :

• 10+ years of proven experience working in a customer-facing technical role within the Data Governance, Backup, or Security industries.
• Strong experience leading and facilitating executive meetings or technical workshops with admins and architects.
• Ability to engage in technical conversations on data security & governance topics such as Salesforce APIs, Salesforce Security, Archiving, Data Masking and Seeding, etc.
• Project manager mindset (prioritization, multitasking and organization skills)Willingness to share their technical knowledge with their peers.
• Excellent written and verbal communication skills, empathetic, good listener with the ability to establish trustful relationships.
• Ability to understand and translate customer challenges and concerns into solution-oriented discussions to demonstrate the business value of our solutions and services.
• Ability to align our platform features with customer objectives.
• Understanding of key data governance concepts (backup, restore, security) and sharing this knowledge with customers via meetings, webinars, and whitepaper and peers in CSM training sessions.
• Ability to prioritize and perform effectively in a highly dynamic work environment.
• Full professional proficiency both in English and in German
• Salesforce expertise can be a plus but not mandatory