Enterprise Customer Success Manager

Accountabilities: Enterprise Account Management: Own and manage a portfolio of enterprise customers, serving as the primary relationship lead throughout deployment, adoption, renewal, and expansion. Customer Success Strategy: Develop structured account plans and success strategies aligned with customer business objectives, data management priorities, and measurable outcomes. Product Adoption and Value Realization: Drive onboarding, accelerate time-to-value, and expand platform usage across data quality, data governance, data observability, analytics, and related use cases. Cross-Functional Collaboration: Partner with Sales, Sales Engineering, Product, Engineering, Professional Services, and Support to deliver a consistent customer experience and resolve implementation or adoption challenges. Executive Engagement: Lead customer workshops, strategic business reviews, and executive-level conversations, translating technical capabilities into business value and actionable recommendations. Retention and Risk Management: Identify customer risks early, develop mitigation plans, and implement initiatives that protect gross revenue retention (GRR), improve satisfaction, and strengthen customer loyalty. Renewals and Revenue Growth: Partner with Sales to structure, negotiate, and close renewals, expansions, and commercial agreements, coordinating with procurement, information security, and legal stakeholders. Account Expansion: Identify opportunities to convert demonstrated customer value into additional use cases, expanded platform adoption, and incremental annual recurring revenue (ARR). Partner Relationship Management: Collaborate with systems integrators and other strategic partners involved in customer accounts to support successful implementations and ongoing growth. Performance and Reporting: Monitor and drive key performance indicators, including ARR, net revenue retention (NRR), GRR, product adoption, usage, and customer satisfaction (CSAT/NPS), using insights to improve customer outcomes. Requirements Professional Experience: At least five years of experience in Customer Success, Account Management, or a related customer-facing commercial role. Enterprise SaaS Expertise: Experience managing enterprise customers using data management platforms, preferably in SaaS or PaaS environments. Data Management Knowledge: Strong technical understanding of data governance, with familiarity with data quality, master and reference data management, data observability, or analytics solutions. Customer Portfolio Growth: Demonstrated success managing and expanding enterprise accounts, with measurable results in customer retention, product adoption, time-to-value, and CSAT/NPS. Commercial Negotiation: Direct experience managing renewals, expansions, and commercial agreements, including negotiations involving procurement, information security, and legal teams. Stakeholder Management: Proven ability to navigate complex enterprise organizations, build trusted relationships, and engage effectively with technical teams, business leaders, and senior executives. Cross-Functional Collaboration: Experience coordinating initiatives across internal departments and working with systems integrators or external partners to achieve customer objectives. Communication and Presentation: Exceptional written, verbal, and presentation skills, with the ability to communicate complex technical concepts clearly and demonstrate their business impact. Business and Technical Acumen: A strong commercial mindset combined with the ability to connect platform capabilities to customer needs, strategic priorities, and revenue opportunities. Strategic Execution: Ability to work autonomously, prioritize competing demands, solve complex problems, and lead initiatives from planning through execution. Work Authorization: Must be currently authorized to work full-time in the United States. Employment visa sponsorship and transfers are not available for this position. Benefits Competitive Compensation: Annual on-target earnings (OTE) ranging from $130,000 to $170,000 , including base salary and bonus. Final compensation depends on experience, skills, and role scope. Healthcare Coverage: Medical, dental, and vision insurance. Retirement Savings: 401(k) plan with employer matching contributions. Insurance Protection: Life insurance and long-term disability insurance. Flexible Time Off: Paid vacation, flexible time off (FTO), and five sick days to support work-life balance and personal well-being. Family Support: Paid parental leave through a global family support program. Employee Well-being: Access to an Employee Assistance Program (EAP). Long-Term Incentives: Eligibility for an equity grant and participation in a long-term incentive program. Flexible Work Environment: Flexible working hours and a remote-friendly work setup. Professional Development: Access to online learning courses, Udemy resources, and tickets to industry conferences and events. Employee Referral Program: Opportunity to participate in a referral program that rewards employees for bringing new talent to the organization. Collaborative Culture: An international, team-oriented environment that encourages professional growth, knowledge sharing, customer focus, and continuous improvement.