Strategic Customer Success Manager

At Dataiku were not just adapting to the AI revolution were leading it. Since our beginning in Paris in 2013 weve been pioneering the future of AI with a platform that makes data actionable and accessible. With over 1000 teammates across 25 countries and backed by a renowned set of investors were the architects of Everyday AI enabling data experts and domain experts to work together to build AI into their daily operations from advanced analytics to Generative AI.

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 Customer Success Managers align with customers throughout their journey to understand their desired business outcomes empower them to maximize the value of their existing use cases and optimize for growth into new use cases across their business ultimately working to ensure continuously improving value and return on their Dataiku investment.

Customer Success Managers play an integral role in our business. They also serve as the ultimate liaisons between customers and internal teams including Sales Services Product Management and Marketing among others. In so doing CSMs ensure streamlined value delivery based on desired customer outcomes and use case metrics with a focus on mutual success and growth.

Key Areas of Responsibility (What Youll Do)

• Work with customers across our EMEA Northern Europe region including the UK and Nordics
• Own a portfolio of assigned strategic 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 presales 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 operationalizing 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 to guide them to achieve these via Dataikus 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 these 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 Dataikus products competitive landscape & data science trends
• Embrace and contribute to Customer Success team methodologies

Experience (What Were 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 fastgrowing book of accounts with account sizes ranging from $500k to multimillion 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 Clevel)
• 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 problemsolving skills

You may be a good fit for this role if you:

• Have a neverending intellectual curiosity are detailed oriented and analytical
• Have experience in hypergrowth productbased 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 selfmotivated team player
• Show an appreciation for nuance and a desire to build consensus in a diverse and multicultural environment

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