Customer Success Manager

Swooped

United States

Remote

USD 80,000 - 120,000

Full time

14 days+

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Benefits offered by this job

Flexible work arrangements

Collaborative team environment

Professional development opportunities

Job summary

A data-focused technology firm in the United States is seeking a Customer Success Manager to drive customer adoption and retention. This role requires a proactive approach to managing relationships and delivering guidance throughout the customer's journey. Ideal candidates should possess at least 5 years of experience in technical customer success roles, a strong understanding of cloud software solutions, and the ability to communicate effectively with senior executives. The firm's commitment to excellence ensures a vibrant and supportive work environment.

Qualifications

Minimum 5 years in a Technical Customer Success role.
Deep knowledge of cloud software solutions and data management.
Strong presentation and communication skills.

Responsibilities

Manage enterprise customer relationships for retention and growth.
Provide guidance and ensure product adoption.
Document success plans and track customer health.

Skills

Technical Account Management

Consultative Selling

Data Management

Stakeholder Management

Software Architecture Understanding

Education

Bachelor's degree or equivalent experience

Job description

Swooped is a Talent Platform (not a staffing agency). We are not the employer for this role and do not make hiring decisions. Clicking "Apply" takes you to Swooped to review the role and hiring company details.

About the Opportunity

The company believes data should fuel business success. The organization's AI-powered data unification and management capabilities—encompassing entity resolution, multi-domain Data Unification, and data products—transform siloed data from disparate sources into unified, trusted, and interoperable data. The Connected Data Platform delivers interoperable data where and when it's needed, empowering data and analytics leaders with unparalleled business responsiveness. Leading enterprise brands—across multiple industries around the globe—rely on award-winning data unification and cloud-native Data Unification capabilities to improve efficiency, manage risk and drive growth.

The organization's values guide everything they do. With an unyielding commitment to prioritizing "Customer First," they strive to ensure customer success. They embrace differences and are "Better Together" as One Team. They are always looking to "Simplify and Share" knowledge when collaborating to remove obstacles for each other. They hold themselves accountable for actions and outcomes and strive for excellence. They "Own It." Every day, they innovate and evolve, so that today is "Always Better Than Yesterday." If you share and embody these values, you are invited to join the team and contribute to the mission of excellence.

The company has earned numerous awards and top rankings for its technology, culture, and people. The organization was founded on a distributed workforce and offers flexible work arrangements to help people manage their personal and professional lives. If you’re ready to work on unrivaled technology where your desire to be part of a collaborative team is met with a laser-focused mission to enable digital transformation with connected data, let's talk!

Job Summary

The Customer Success Manager (CSM) is responsible for driving customer adoption and retention, mitigating risk, and providing guidance and thought leadership for customers throughout their relationship with the organization. This role serves as the primary post-sale point of contact after implementation and uses in-depth knowledge of the products being sold, the customer industry and/or business processes, and technical expertise to facilitate adoption and utilization of the organization's products. The CSM will inspire and guide customers towards meeting their goals through delivering unified, interoperable data to their business. As a CSM, this role is the champion of customers, building and maintaining strong relationships to ensure their success on the platform and the retention and growth of the customer base.

Job Duties and Responsibilities

Account management for large enterprise customers to help them gain value from the organization's solutions as measured by retention, adoption, growth, and customer advocacy.
Provide required visibility into Customer health by identifying adoption opportunities and retention risk to align internal teams around customer’s success.
Build a comprehensive understanding of customers' business goals and objectives, crafting a strategic success plan that aligns with and supports the achievement of those goals.
Document and review the success plan, provide guidance on the customer journey and use a consultative approach to help customers achieve their goals.
Hold and grow a trusted advisor relationship with customer sponsors such that all activities are closely aligned with the customer's business case, strategy and goals allowing the full potential of the organization's solutions to be realized.
Track, report, and benchmark all milestone-related adoption activities such that the overall success of the customer's initiative can be closely monitored including visibility to executive sponsors.
Actively promote all current products the customer has licensed while identifying additional opportunities to showcase additional features, products and services.
Demonstrate product features beyond central functionality to help the customer achieve specific business results and maximum value.
Recommend specific solutions to achieve the customer's desired result that align with best practices of the product and industry.
Design metrics and measures in order to measure ROI on the organization's products by the customer.
Timely data capture and documentation within internal applications to ensure data-driven decisions are being made to proactively identify adoption and retention risk.
Work closely with the sales team to identify and pursue upsell and cross-sell opportunities, foster synergy, create alignment and collaborate on the creation of customer value.
Partner with extended customer-facing account teams to develop strategic and technical plans that help customers achieve their business objectives. Manage the execution of these plans including the tracking of objectives, stakeholders, milestones, risks and metrics.
Work with Marketing teams to boost customer advocacy and develop case studies.
Facilitate and lead customer meetings with an agenda-driven prescriptive approach to capture and measure their outcomes and value using the organization's product.
Identify, document and track critical customer information such as usage, health scoring and desired outcomes to make data-driven decisions across the organization to proactively identify and mitigate risk.

Skills You Must Have

Bachelor's degree or equivalent experience.
Minimum 5 years relevant work experience as a Technical CSM, Technical Account Manager or Success Architect in the Enterprise Software space.
Deep knowledge of cloud software solutions, master data management, data governance, data quality and analytics concepts, architecture and use cases.
Ability to apply experience and deep industry knowledge to understand and navigate a customer's decision-making process, goals, strategies, and business objectives.
Ability to build consultative effectiveness and establish trust with internal and external customers.
Ability to clearly articulate and quantify the business value that the solution delivers, as well as the specific business problems it addresses.
Possess strong presentation, verbal and written communication skills and command credibility with senior executives.
Previous experience and expertise in data management consulting or solutioning.
Previous experience and expertise in software architecture and understanding how applications fit together within a customer’s ecosystem.
Proven effectiveness at leading and facilitating executive meetings and workshops.
Strong discovery skills to uncover customer problems and the value associated with solving them.

Skills That Are Nice to Have