Senior Customer Success Manager

Datasnipper; New York (NY); On-site; USD 100,000 - 160,000; Full time

Job summary

DataSnipper, a leading AI-powered audit and finance solution provider in New York, seeks a Senior Customer Success Manager to own the customer journey from onboarding to long-term value. You will build trusted partnerships, drive adoption, and collaborate with Product, Engineering, Sales and Solutions Engineering to deliver measurable business impact.

In this role you will tailor strategic guidance to executives and teams, champion operational transformation, and ensure high retention and

Qualifications

• 5+ years in Customer Success, Account Management, Solutions Consulting, or related client-service roles in B2B SaaS.
• Excellent written and verbal English communication across all levels, from staff to C-suite.
• Collaborative spirit and ability to work cross-functionally with Product, Engineering, Sales, and Solutions teams.
• Strong focus on business transformation and delivering measurable value for customers.
• Audit background or familiarity with audit processes is a plus.

Responsibilities

• Act as a trusted advisor to key stakeholders guiding them through DataSnipper's implementation.
• Own the end-to-end customer journey from onboarding to renewal and expansion.
• Drive adoption of DataSnipper's AI-powered capabilities to deliver efficiency and quality improvements.
• Lead strategic engagements and Business Reviews with customer teams.
• Develop comprehensive success plans and monitor health metrics and ROI.
• Collaborate with Product, Engineering, Sales, and Solutions Engineering to align on customer needs.
• Identify and pursue expansion opportunities within accounts.
• Champion best practices in onboarding, training, and platform configuration.

Skills

Customer success

Account management

Solutions consulting

Audit knowledge

Job description

• As a Senior Customer Success Manager at DataSnipper, you will play a pivotal role in ensuring our customers achieve their goals using our innovative, AI-powered solutions
• You will own the customer journey, from onboarding to driving long-term value and retention, fostering strong relationships built on trust and collaboration
• You’ll help customers unlock their potential value while contributing to the growth and success of our business
• This role offers a unique opportunity to work closely with professionals who are the backbone of global capital markets, deliver exceptional service, and build a thriving community for our customers
• If you’re passionate about customer success and ready to own the moment, we’d love to hear from you!
• Act as a Trusted Advisor: Serve as a strategic partner to key stakeholders including Audit Partners and Managers, Controllers, Finance Directors, and IT decision-makers, guiding them through business transformation enabled by DataSnipper
• Drive Business Transformation: Help customers reimagine their workflows and processes, demonstrating how DataSnipper’s AI-powered capabilities can deliver measurable efficiency gains, cost savings, and quality improvements across audit and finance functions
• Deliver Strategic Consultative Solutions: Provide expert guidance tailored to each customer’s unique business challenges, helping them optimise audit and finance workflows and achieve their strategic objectives using DataSnipper
• Champion Product Adoption and Value Realisation: Conduct comprehensive training sessions, establish regular Business Reviews, and develop success plans that ensure customers adopt DataSnipper features and realise maximum business value
• Build Deep Customer Relationships: Cultivate strong, long-term partnerships built on trust, deep industry understanding, and a genuine commitment to your customers’ success and business outcomes
• Collaborate Cross-Functionally: Partner with Product, Engineering, Sales, and Solutions Engineering teams, sharing customer insights on workflow challenges, use cases, and technical requirements to drive product innovation
• Advocate for Customer Success: Deeply understand your customers’ audit methodologies, compliance requirements, and business goals, providing feedback internally to ensure DataSnipper addresses real-world needs
• Support Strategic Growth: Identify and drive expansion opportunities within your portfolio, working with Sales to demonstrate ROI, facilitate pilots, and expand adoption across teams and service lines
• Ensure Seamless Technical Implementation & Platform Expertise: Partner with customers on onboarding, including setup, AI configuration, and workflow customisation, while staying current on DataSnipper’s platform, AI capabilities, and automation best practices
• Lead Strategic Engagements: Plan and facilitate in-person and virtual sessions with audit and finance teams to drive adoption, share transformation best practices, and address challenges that could impact retention
• Develop Comprehensive Success Plans: Create strategic roadmaps for each customer, outlining transformation goals, adoption milestones, expansion opportunities, engagement tactics, and success metrics
• Monitor Health and Business Impact: Track and forecast key metrics including user engagement, feature utilisation, business value delivered, expansion opportunities, retention risks, and technical health indicators

Accountability and Ownership: Strong sense of ownership and the drive to master your craft, take initiative, and ensure no detail is overlookedAdaptability and Growth Mindset: Learns quickly and thrives in a dynamic, fast-paced environment where customer needs and priorities evolveCustomer Success Experience: 5+ years of experience in Customer Success, Account Management, Solutions Consulting, or another client-service role in B2B SaaS, with a strong grasp of the customer success motion (onboarding, adoption, renewals, and expansion)Excellence in Communication: Professional fluency in English (written and spoken), with the ability to engage stakeholders at all levels - from audit associates to C-suiteCollaborative Spirit: Thrives in cross-functional teamwork and builds meaningful partnerships with customers and internal stakeholdersBusiness Transformation Focus: Proven ability to help customers reimagine processes and workflows, demonstrating how technology can drive measurable business outcomesTrusted Advisor Mindset: Passion for being a strategic partner to customers, building deep trust-based relationships, and driving business transformation that delivers exceptional valueAudit Background: Hands-on experience in external or internal audit, or assurance is nice to have