Sr Customer Success Manager

Dataiku is the Platform for AI Success the enterprise orchestration layer for building deploying and governing a single environment teams design and operate analytics machine learning and AI agents with the transparency collaboration and control enterprises require. Sitting above data platforms cloud infrastructure and AI services Dataiku connects the full enterprise AI stack empowering organizations to run AI across multi-vendor environments with centralized governance.

The worlds leading companies rely on Dataiku to operationalize AI and run it as a true business performance engine delivering measurable value. For more visit the Dataiku blog LinkedIn X and YouTube.

The Customer Success team at Dataiku is focused on accelerating adoption and business outcomes by guiding customers on their fastest path to value with Dataiku. By leveraging deeply consultative skills and strong product knowledge Senior Customer Success Managers align with customers throughout their journey to understand their desired business outcomes empower them to maximise the value of their existing use cases and optimise for growth into new use cases across their business ultimately working to ensure continuous value and return on their Dataiku investment.

Senior Customer Success Managers play an integral role in our business serving as the customers main point of contact and the liaison between customers and Dataikus internal teams (including Sales Services Product Management Marketing among others). CSMs ensure cross-functional alignment to deliver value in a streamlined way aligned with desired customer outcomes and use-case metrics. Their chief focus is on mutual success and growth.

Key Areas of Responsibility (What Youll Do)

• Work with customers across KSA.
• Own a portfolio of assigned accounts that may vary in market size industry and complexity with a focus on ensuring successful onboarding onto Dataiku increasing adoption ensuring retention growth and overall customer satisfaction.
• Align closely with key customer stakeholders to ensure that the vision implementation plan and desired business outcomes established pre-sales are supported by clear objectives action items owners and sponsors.
• Have a strong command of Dataikus unique value proposition the business value our key solutions drive our approach to operationalising Everyday AI and common use cases and best practices. Be able to effectively leverage the above to guide customers on their journey with Dataiku.
• Keen ability to develop a deep understanding of a customers business use cases and outcomes in order to guide them to achieve these via Dataikus product and services.
• Continuously advise customers on leveraging Dataiku to implement data science projects from design to production.
• Monitor customers achievement of desired outcome 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 prioritise 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 in order to mitigate risk improve customer experience drive to value outcomes and unlock growth.
• Stay current on Dataikus products competitive landscape & data science trends.
• Embrace and contribute to the Customer Success team methodologies.

Experience (What Were Looking For)

• Fluency in English and native Arabic are a must-have.
• 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 $200k to multi-million dollar ARR across theForbes 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 organisations.
• Working knowledge of big data technologies such as Hadoop and Spark is preferred.
• 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

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