Job Description

Customer Success Manager

Remote – West Coast

Reporting to our Vice President of Customer Success, the Customer Success Manager (Remote) will be responsible for helping existing customers maximize their usage of the Master Data Management (MDM) Platform, resulting in customer retention, expanded deployments, and enthusiastic customers helping to promote the organization.

As a North America CSM (West Coast), you will manage 40-50 enterprise software accounts that span different customer segments (strategic, develop, sustain), that are in different points in their customer journey (new customers, steady-state existing customers), and are using our platform under different license models (SaaS, subscription and perpetual) and deployment models (SaaS, Platform-as-a-Service within the customer’s cloud tenant, IaaS within the customer’s cloud tenant, and on-premise). Your accounts will span multiple industries.

Objective #1: Platform Adoption. You will work across teams, functions, and partners to ensure that both new and existing customers are leveraging the technology to deliver tangible business value: increased revenue, decreased cost, or decreased risk.

• New customers: You will engage with day-1 customers as the facilitator to ensure that project planning, kick-off, requirements documentation, implementation, and go-live remain on track. Although not responsible for the delivery of those actions, you will ensure that the cross-functional teams who are responsible are tracking, and alert leadership to potential risks or delays.

• Existing customers: Prioritized by customer segment (strategic, develop or sustain), you will ensure that the existing customers are optimally utilizing the platform to realize maximum benefit from the customer’s partnership with us. As needed, you will leverage support, professional services, partners and other leadership to ensure that we are and will continue to deliver value as customers navigate their data journey.

Objective #2: Retention & Renewals. By ensuring customers are realizing tangible results through platform adoption, each quarter you will exceed 95% gross retention of annual recurring revenue that is up for renewal.

• Manage escalations: In software, challenges do occur. When new or existing customers experience major challenges with their deployment, you will serve as the quarterback to bring in the right resources to assess the situation, develop mitigation plans, and then ensure those plans are executed to resolve the customer issues.

• Proactively identify and mitigate risk: By thoroughly understanding the implementation/adoption status and solution significance within your assigned accounts, you will leverage cross-functional teams to help struggling customers realize their data management goals.

Objective #3: Customer Satisfaction. Your cross-functional coordination of partner and customer resources to ensure value realization will create enthusiastic customers who will readily promote our platform to colleagues and peers.

• Become the dependable go-to single point of contact to address customer needs. As the Customer Success Manager you are not expected to know every answer or be able to carry out every action item independently. You are expected to leverage your peers, cross functional teams, and partners to meet customer expectations along their customer journey.

• Make key stakeholders and executive sponsors within our customers “Data Heroes” within their own organization: By being the reliable go-to to align cross-functional teams both within the company and within your accounts, you will enable your customers to unleash the power of their own data. The key stakeholders and executive sponsors that you support will be able to advance their company’s objectives, and in so doing, become “Data Heroes” within their organization.

Objective #4: Expansion. Building upon adoption, you will identify additional use cases for the platform that result in platform expansion.

• Understand use cases and value drivers across industries: Armed with a fundamental understanding of core business operations across several industries, you will leverage documented customer results and case studies to actively promote additional use cases among your accounts.

• Leverage our thought leaders and executives to align to customers’ strategic goals: You will recognize high-potential or high-risk accounts, and engage cross-functional resources to develop an engagement plan to leverage those cross-functional resources in order gain access to customer executives and to align with customer strategic goals.

In 30 Days: Understand the solutions and value our platform delivers, understand our account segmentation and corresponding engagement motions, and your accounts.

• Thoroughly digest and familiarize yourself with 10 existing customer case studies and sit in on six customer demonstrations.

• Fully understand our customer segmentation model (strategic, develop, sustain) and the corresponding expected activities by motion (new customer, upcoming renewal, steady state) for each segment, and how it applies to each account in your territory.

• Invest time with your CSM peers, your VP of customer success, and other internal teams to research and understand the segment, current motion, and implementation/adoption status of each existing account in your territory.

• Develop your prioritized existing account engagement plan based upon customer segment.

In 90 Days: Activate your account engagement plan and engage with 100% of strategic accounts, 90% of develop accounts, and 50% of sustain accounts. Begin managing adoption for net-new accounts.

• Establish a cadence with existing customers based on segmentation.

• Understand and document the current utilization within each existing customer.

• For day-1 new customers, become the facilitator to ensure implementation and adoption are progressing according to plan, timeline, and budget. Escalate risks, delays or issues to your leadership team.

• Map out key stakeholders within each customer account and document in Salesforce.

• Understanding key customer initiatives and priorities that could benefit from the platform.

• Sharing use cases and insights with customers to improve a customer’s understanding of how they could expand their utilization.

• Build relationships with the Pre-sales Team, our Value Consultant, our CTO, our VP of Customer Success, our VP of Strategy, and other team members to bring expertise and value to our install

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