Customer Success Manager

London /
Customer Success /
Full Time
As a Customer Success Manager, you’ll be a trusted advisor to our customers, responsible for their complete post-sales lifecycle and a single point of contact.  You will help facilitate the early onboarding of new Customers, continuing interactions with the Customer for health-checks and status and an escalation path for Customer issues.
 
You will continually increase the value through driving best practices at their company and mapping out success plans.  Your personal skills are critical in forming trusting, helpful and widespread relationships with your customer base. 
 
You'll work directly with the Sales team to identify expansion opportunities and handoff renewal negotiations to our dedicated Growth Rep.
 
You'll be a leader on the Customer Success team: you'll own projects that increase the effectiveness of the team and help serve our customers. You'll also be able to coach and mentor other members of the team in Account Management aspects of their roles.
 
An ideal Customer Success Manager role is adaptable - strategic, technical, organized, and results-driven. You’re keen on learning, constantly curious, and always looking for ways to improve.

Responsibilities

    • Responsible for key strategic accounts within EMEA region and delivering overall customer success, securing renewals, driving adoption, and delivering the highest levels of customer satisfaction
    • Be the voice of the customer internally at Treasure Data – sharing process improvements and asking back into the internal ecosystem. 
    • Deliver on exceptional customer experience with proactive communication, orchestrating the right internal resources, and effectively using the customer engagement model to align, track and evolve customer business goals
    • Ability to manage complex account situations and lead resolution towards mutual success and partnership
    • Effectively network within accounts from the C-Level down in order to achieve successful execution of the customer's strategy and account plans.
    • Identify customer risk, and work with extended Treasure Data team to create and execute on “get well” plans
    • Contribute to the ongoing initiatives to continuously improve our approach to efficiently and effectively secure our customer’s success
    • Providing the initial ‘welcome package’ Supporting the Sales/SE representatives with the initial onboarding
    • Facilitate and host Customer Quarterly Business Reviews to align with the customer on  ROI and identify operational challenges, additional use cases and/or changing business needs.
    • Define and implement appropriate KPIs and other measurements that will ensure we are continuously improving the Delivery services we provide to customers. 
    • Collaborate on the creation of Customer consumables such as reference architectures, migration guides, and best practices reference materials, workshops, webinars and other forms of consumables, as needed.
    • Monitor, measure and track key KPI’s, metrics and performance of the Delivery Service results and adjust the necessary future solution sets to optimize Customer outcomes

Requirements

    • Experience in a CSM role at a SaaS company
    • A wealth of experience in a customer-facing Account Management position
    • A knowledge of the Marketing industry and its use cases.
    • Knowledge of how businesses use data to drive decisions
    • Demonstrated experience as a trusted advisor to customers
    • Experience in driving success within your assigned customer accounts
    • Adaptability and creative problem solving
    • Make well-informed decisions with minimal oversight. Ability to explain technical topics to audiences with a large range of experience and abilities
    • Constantly looking to learn and improve
    • Location: UK or Europe


Who we are: 
Treasure Data employees are enthusiastic, data-driven and customer-obsessed. Our actions reflect our values of honesty, reliability, openness and humility. Treasure Data moved to remote-based work in March 2020 and is committed to ensuring it remains agile to accommodate shifting preferences of its workforce. While we are not working shoulder-to-shoulder, we still work side-by-side, finding unique ways to connect and create together while also respecting each other’s life priorities outside of work. We offer competitive salary and benefits and named one of the 2021 Best Places to Work. Treasure Data is an equal opportunity employer dedicated to building an inclusive and diverse workforce. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

What we do: 
Treasure Data is the only enterprise Customer Data Platform (CDP) that harmonizes an organization’s data, insights, and engagement technology stacks to drive relevant, real-time customer experiences throughout the entire customer journey. Treasure Data helps brands give millions of customers and prospects the feeling that each is the one and only. With its ability to create true, unified views of each individual, Treasure Data CDP is central for enterprises who want to know who is ready to buy, plus when and how to drive them to convert. Flexible, tech-agnostic and infinitely scalable, Treasure Data provides fast time to value even in the most complex environments.

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