What are the responsibilities and job description for the Senior Customer Success Manager position at Treasure Data?
Job Description
Job Description
Salary : $134,000 - $168,000
Your Role :
Senior Customer Success Managers (CSMs) are focused on driving measurable outcomes for customers that lead to high NPS scores, improved product, customer-involved marketing materials, low time to value, strong ROI, and growing NRR. Sr. CSMs achieve this by probing deeply to understand customer data strategies, coordinating efforts, and guiding and pushing customers to adopt best practices and execute on CDP use cases that end in measurable ROI. We expect Sr. CSMs to excel as project managers, track customers goals, action items, and current ROI, as well as push their customers to constantly iterate and set new goals against a long-term vision of how Treasure Data will improve the lives of their customers and their customers customers.
While the Sr. CSM drives our customers hard to adopt our solutions and improve their use of their data, Sr. CSMs also serve as internal advocates, ensuring the voice of the customer is heard, understood, and respected at Treasure Data. To that end, Sr. CSMs invest in establishing trust and dig deep into the details with their customers while also investing in projects and relationships with colleagues internally, sharing knowledge and resources. Because we compete in a landscape that is constantly changing, Sr. CSMs are always educating themselves on tech, Marketing, IT, data, AI, and the evolution of our own product and features. We look to our Sr. CSMs to escalate appropriately, suggest solutions, and seek feedback. Because we are a hybrid (remote and in-office mix) workplace, we expect all employees to use slack, zoom, confluence, and all of the other tools we offer to connect with each other and customers and to go the extra mile to build trusting relationships.
Responsibilities & Duties :
- Support Implementations and those who execute them.
- Share Product Roadmap and relevant releases with customers.
- Give customized demos of our products and features and train End Users (Marketers and Business Users).
- Conduct CDP Maturity Assessments for customers leveraging internal maturity models.
- Run Use Case Workshops and guide customers in prioritizing projects and milestones.
- Help prioritize output from Maturity Assessments and Use Case Workshops to ensure continuous roadmap development.
- Track customer requests and projects and update statuses in the appropriate tool.
- Create Ops and Support cases and follow-up to ensure timely delivery and closure of all cases.
- KPIs : Revenue Retention; Hold regular meetings with customers; report on Customer Healthscores in Gainsight; create and deliver Strategic Business Reviews; ensure our Execs are connecting with Customer Execs; and document Verified Outcomes.
- Constantly ideate ways to make your champion / sponsor be a hero to their management and larger organization.
- Create bespoke reports on value generation for senior stakeholders.
- Identify and unblock strategic paths to success.
- Align with and challenge our partners to advance our customers in their data maturity.
- Establish yourself as the person customers look to for guidance in how to be successful.
Required Qualifications :
Travel Requirements :
Less than 30%
Salary : $134,000 - $168,000
