Manager, Customer Success - Boston

Triwill Group; Boston (MA); Hybrid; USD 108,000 - 144,000; Full time

Benefits offered by this job

New hire RSU

ESPP

Best-in-class onboarding

Mentor and buddy program

Product training

Global benefits

Job summary

Datadog is seeking a Manager, Customer Success to hire and develop high-performing teams of Customer Success Managers. The role drives renewal and expansion revenue, mentors talent, and collaborates across functions to deliver superior customer outcomes.

This hybrid role supports our Datadogs in delivering best-in-class customer experiences at scale. The ideal candidate has 6+ years in CS/AM, 3+ years leading CS teams, and strong negotiation skills in a SaaS environment.

Qualifications

• 6+ years in Customer Success or Account Management.
• 3+ years leading a team of Customer Success Managers.
• Proven track record negotiating contract terms for renewal or upsell.

Responsibilities

• Drive and influence renewal and expansion sales cycle.
• Serve as advisor and role model for exemplary customer service.
• Balance autonomy with clear communication upwards.
• Act as regional/segment owner and escalation point for relevant matters.
• Motivate CSMs to build trust-based relationships to grow revenue.
• Collaborate cross-functionally to deliver positive customer outcomes and solve complex challenges.

Skills

Customer Success

Leadership

Negotiation

Renewal & Upsell

Job description

Description

As a Manager, Customer Success, you will hire and develop teams, coaching Customer Success Managers (CSMs) to success. This role impacts our customer experience and retention at scale, providing an opportunity to join a company that’s a leader in the space and see your contributions firsthand. At Datadog, we value our office culture—the relationships and collaboration it builds, and the creativity it inspires. We operate as a hybrid workplace to help our Datadogs create a work-life harmony that best fits them.

At Datadog, we place value in our office culture - the relationships and collaboration it builds and the creativity it brings to the table. We operate as a hybrid workplace to ensure our Datadogs can create a work-life harmony that best fits them.

What You’ll Do

• Drive and influence the full renewal and expansion sales cycle


• Serve as an advisor and role model for exemplary customer service


• Balance autonomy with effective communication upwards


• Act as a regional/segment owner and escalation point for relevant matters


• Motivate CSMs to foster customer relationships that build trust and achieve consistent revenue growth


• Collaborate cross-functionally to drive positive customer outcomes and solve complex challenges


• Focus on talent attraction, retention, and development to create high-performance teams

Who You Are

• Experienced in Customer Success or Account Management, with 6+ years of experience preferred and at least 3 years in the SaaS space


• 3+ years of experience leading a high-performing team of Customer Success Managers


• A proven track record of success in negotiating contract terms and overcoming pricing objections for renewal and upsell opportunities


• Familiar with the B2B tech or subscription-based software space


• Comfortable in a fast-paced, scaling environment

Benefits and Growth

• Best-in-class onboarding


• Sales training in MEDDIC and Command of the Message


• An inclusive company culture, with opportunities to join our Community Guilds


• Intra-departmental mentor and buddy program for networking


• Continuous professional development, product training, and career pathing


• New hire stock equity (RSU) and employee stock purchase plan (ESPP)


• Generous global benefits

Benefits and Growth listed above may vary based on the country of your employment and the nature of your employment with Datadog.

Datadog offers a competitive salary and equity package, and may include variable compensation. Actual compensation is based on factors such as the candidate's skills, qualifications, and experience. In addition, Datadog offers a wide range of best in class, comprehensive and inclusive employee benefits for this role including healthcare, dental, parental planning, and mental health benefits, a 401(k) plan and match, paid time off, fitness reimbursements, and a discounted employee stock purchase plan.

The reasonably estimated yearly salary for this role at Datadog is: $108,000—$144,000 USD

About Datadog

Datadog is the leading observability and security platform for the AI era, providing businesses with unified visibility across the technology stack to manage complexity at scale. It brings applications, infrastructure, data, models, and security into one place, using AI to detect and resolve issues before they impact customers. Trusted globally by Fortune 500 companies and high-growth AI leaders, Datadog enables businesses to move faster with clarity and confidence. Learn more about #DatadogLife on Instagram, LinkedIn, and Datadog Learning Center.

Equal Opportunity at Datadog

Datadog is proud to offer equal employment opportunity to everyone regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, and other characteristics protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Here are our Candidate Legal Notices for your reference.

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