Strategic Customer Success Manager
Own the strategic growth and adoption plan for Dataiku customers in the United Kingdom.
Location: London
About The Role
Dataiku is the platform for AI success, the enterprise orchestration layer for building, deploying, and governing AI. In a single environment, teams design and operate analytics, machine learning, and AI agents with the transparency, collaboration, and control enterprises require. The world's leading companies rely on Dataiku to operationalize AI and run it as a true business performance engine delivering measurable value.
Responsibilities
* A deep understanding of a customer's business, use cases, and outcomes to guide them to achieve these via Dataiku's product and services
* Continuously advise customers on how to leverage Dataiku to implement data science projects from design to production
* Monitor customers' achievement of desired outcomes and value, consistently and effectively telling the story of both to internal stakeholders and externally to key customer stakeholders
* Establish regular touchpoints with assigned customers per established best practices, to review progress against strategic business and technical product objectives
* Leverage Customer Adoption & Health analytics to identify potential risks or opportunities for expansion, with a focus on translating this data into actionable advice
* Effectively prioritize and orchestrate the resolution of customer requests or issues
* Develop trusted and collaborative relationships with internal stakeholders and business partners, including Sales, Sales Engineering, Services, Support, Partnerships, Product, and Marketing, among others
* Champion customers internally to mitigate risk, improve customer experience, drive value outcomes, and unlock growth
* Stay current on Dataiku's products, competitive landscape, & data science trends
* Embrace and contribute to the Customer Success team methodologies
Experience (What We're Looking For)
* Minimum seven (7) years of professional experience in customer success, technical account management, or client relationship management roles with a demonstrated history of increasing adoption, retention, and customer satisfaction
* Experience managing a fast-growing book of accounts, with account sizes ranging from ~$500k to multi-million dollar ARR across the Forbes Global 2000 and beyond
* Experience with KPIs such as Gross Dollar Retention, Net Dollar Retention, Renewal Rate, Logo Retention Rate, NPS, and CSAT
* Experience working collaboratively across Professional Services and Partner motions
* Track record of successfully navigating ambiguity, building consensus, fostering accountability, and working with urgency to deliver customer outcomes
* Strong written and oral presentation skills, with the ability to effectively engage both business and technical stakeholders (from Analyst to C-level)
* Confidence in serving multiple customer stakeholders and working to build communities of champions/advocates across large organizations
* An understanding of core data science concepts and the ability to translate business use cases into data science solutions
* Project management and storytelling skills
* Strong technical, analytic, and problem-solving skills
You May Be a Good Fit for This Role If You
* Have a never-ending intellectual curiosity, are detail-oriented, and analytical
* Have experience in hyper-growth, product-based technology companies
* Are passionate about technology, the data and analytics space, and enjoy learning new solutions, features/functionalities and translating these into solutions that drive business value for customers
* Understand the importance of being a self-motivated team player
* Show an appreciation for nuance and a desire to build consensus in a diverse and multicultural environment
Equal Opportunity Employer Statement
We are proud to be an equal opportunity employer. All employment practices are based on business needs, without regard to race, ethnicity, gender identity or expression, sexual orientation, religion, age, neurodiversity, disability status, citizenship, veteran status or any other aspect which makes an individual unique or protected by laws and regulations in the locations where we operate. If you need assistance or an accommodation, please contact us at: reasonable-accommodations@dataiku.com
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