Senior Customer Success Manager
Senior Customer Success Manager
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Job Description
Posit creates great software that helps people understand data and make better decisions in realworld applications. Our core offering is an open source data science toolchain and we aim to make it available to everyone regardless of their economic means.
About the role
As a Senior Customer Success Manager (CSM) at Posit you will be pivotal in ensuring our customers realize the full value of their investments in our data science solutions primarily focusing on our onpremise offerings. Your primary responsibility is to drive deep solution adoption build strong partnerships and proactively identify new opportunities for value realization and expansion.
You are more than just a supporter you are a trusted advisor and guide. You proactively address challenges skillfully navigate complexities and lead customers toward achieving their strategic goals even when faced with deployment hurdles. You collaborate closely with business and IT stakeholders across all organizational levels acting as a knowledgeable partner who ensures customers achieve meaningful sustained outcomes with Posits suite of products including those deployed within their infrastructure. You build strong relationships with internal stakeholder teams like Sales Engineering Product and Support.
Youll partner strategically with Account Management to craft and execute longterm account strategies. While they lead commercial activities you will be the champion for driving adoption and value realization ensuring our customers environments are optimized for success with Posits solutions.
What you will own:
- Learn Customer Industry and Our Technology: Develop a deep understanding of the industries you are supporting and how our tools solve customer challenges. This role will need to create meaningful connections with customers to guide them toward solutions that solve their use cases.
- Drive Adoption and Value Realization: Develop and execute strategies to maximize the utilization of Posit products within customer environments ensuring they achieve their desired business outcomes within their specific landscape including onpremise and cloud deployments. Leverage Posits data science tools and platforms including onpremise deployments to lead customers through the complete lifecycle of adoption and usage ensuring measurable business outcomes are achieved.
- Guide Customers to Business Success: Take ownership of the customer journey providing proactive guidance and support to ensure they achieve measurable value and positive outcomes with Posit products within their environment. This includes understanding their deployment models and integration points.
- Cultivate Strong Customer Relationships: Build and maintain strong longterm relationships across customer organizations by understanding their challenges and becoming a trusted point of contact.
- Identify and Surface Expansion Opportunities: Through strategic engagement uncover new use cases and future growth opportunities that align with the customers roadmap and infrastructure partnering with Account Management for execution.
- Partner Strategically with Account Management: Collaborate closely with Account Management to develop and execute comprehensive account strategies aligning on goals for customer success retention and expansion and having a strong understanding of the implications and opportunities.
- Proactively Address Adoption Challenges: Identify and navigate potential roadblocks to adoption working with customers and internal teams to find practical solutions and ensure successful use of our products.
- Manage Stakeholders (Business and IT): Engage and influence across business and IT functions from data scientists and analysts to IT architects and executives tailoring your strategic communication to each audience.
- Drive Customer Advocacy and Insights: Bring the customers voice and requirements back into Posit to inform product development service improvements and gotomarket strategies particularly regarding onpremise product enhancements and integration needs.
- Manage Risk: Anticipate risks early in the customer journey address them proactively by orchestrating internal resources and providing expert guidance to safeguard customer success. Develop mitigation plans escalate critical issues and proactively communicate with customers about potential risks. Serve as a central point of contact orchestrating internal resources (e.g. Solutions Engineers Support) and Product to address customer needs and ensure a seamless experience.
- Synthesize and share customer pain points across the organization:Work with Product Management Engineering Sales Engineering and Support to ensure they have the necessary data to improve the customers journey.
A bit about you:
- Experience in Customer Success Professional Services or Strategic Account Management roles supporting enterprise clients preferably in data science analytics or enterprise software industries with experience helping both SaaS and onpremise solutions.
- Proven track record of proactively guiding enterprise customers toward business success especially through periods of friction and complexity.
- Strong business acumen and passion for showing how advanced analytics and BI tools can be leveraged to make datadriven decisions and drive greater growth.
- Excellent relationships building stakeholder management and consultative skills with the ability to build customer trust.
- Experience collaborating strategically with Sales and Account Management teams to achieve shared goals.
- Proactive and resultsoriented approach with a strong focus on customer success with an aptitude for understanding and navigating complexities.
- Strategic thinking and tactical execution abilities; strong project management and organizational skills with the ability to manage complex engagements.
- Clear and confident communication is essential especially when leading customers through complex decisions and explaining concepts.
- Experience with CRM tools (Salesforce preferred) and other relevant productivity software.
Nice to have but not required:
- Familiarity with Posits product suite (e.g. Posit Workbench Connect and Package Manager) is a plus.
- Familiarity with opensource packages in R and Python for data engineering data visualization and data science is a plus.
- A high level of understanding of the role of cloud platforms (AWS Azure GCP) is a plus but a strong understanding of onpremise environments is critical.
- Knowledge of Databricks and/or Snowflake is a plus.
- Understanding of the core ideas/requirements for enterprise security and compliance is a plus.
Posit offerscompetitive compensation with extensive humanfirst peoplefocused benefits to prioritize your personal and financial wellbeing. Individual pay decisions are based on a number of factors including qualifications for the role experience level and skillset. This hiring range reflects base salary and assumes that the job will be performed in the United States. Commissioned roles have an expected 50/50 pay mix.
Working at Posit:
- We welcome all talented colleagues and are committed to a culture that represents diversity in all its forms.
- We prioritize giving ourselves focus time to get deep work done. We minimize meetings and attempt to operate asynchronously.
- We are a learning organization and take mentorship and career growth seriously. We hope to learn from you and we anticipate that you will also deepen your skills influence and leadership as a result of working at Posit.
- We operate under a unique sustainable business model: We have over 50% of our engineering dedicated to creating free and open source software. We are profitable and we plan to be around decades from now.
- Posit is a Public Benefit Corporation (PBC) and a Certified B Corporation which means our opensource mission is codified into our charter. As a result our corporate decisions balance the communitys interests customers employees and shareholders. Hear more about why we think this matters here.
Notable:
We offer competitive compensation with extensive humanfirst peoplefocused benefits to prioritize your personal and financial wellbeing. These benefits apply to fulltime positions only.
- 100% of medical dental and vision insurance premiums are covered for employees and their families! Fertility and genderaffirming healthcare is included in all of our plans.
- Supplemental mental health and wellness benefits are available via Ginger even if you dont opt in to our insurance plans including Ginger for teen family members.
- Posits genderneutral paid parental leave policy covers all new parents including foster and adoptive parents.
- All fulltime employees are eligible for 401k enrollment starting on day one.
- After six months of employment Posit provides a substantial yearly match to employee 401K contributions.
- An annual profitsharing bonus for employees recognizes our teams contributions to company performance across the year.
- We are a 100% distributed team. You are also welcome to come into our Boston office.
- We offer a $400 monthly reimbursement for coworking space rental if you prefer to work away from home.
- Our Lifestyle Savings Account offers an initial deposit of $1800 and then an additional quarterly stipend of $375 to cover the costs of professional development wellness financial health charitable giving and remote work support.
- We provide a flexible environment with a generous vacation policy that encourages a minimum of four weeks PTO per year plus 13 paid company holidays.
Are you excited about this role but not sure if your experience aligns with every qualification in the job description Thats okay. We know multiple perspectives are essential for a thriving organization and wed still love to hear from you!
Posit is committed to being a diverse and inclusive workplace. We encourage applicants of different backgrounds cultures genders experiences abilities and perspectives to apply. All qualified applicants will receive consideration for employment without regard to race color national origin religion sexual orientation gender gender identity age physical disability or length of time spent unemployed.
Posit Software PBC participates in the federal EVerify program which confirms employment authorization of newly hired U.S. based employees. EVerify is not used as a tool to prescreen candidates and is only initiated upon hire.
EVerify Participation Notice (English/Spanish)
Right to Work Notice (English/Spanish)
#LIREMOTE
Required Experience:
Manager
Employment Type
Full Time
