Senior Technical Success Manager, Emerging Enterprise

Accountabilities: Own deployment, adoption, retention, and measurable customer outcomes across a portfolio of approximately 40–50 emerging enterprise accounts, from presales through renewal. Lead deployment and implementation planning, including scoping, success planning, kickoff meetings, use-case alignment, coordination of internal and partner delivery teams, milestone tracking, and project reporting. Identify, monitor, and resolve risks and technical issues across active deployments before they affect timelines, adoption, or business outcomes. Monitor portfolio health using AI-augmented signals and proactively prioritize accounts and actions that can accelerate adoption, strengthen relationships, and support renewals. Drive product adoption through live working sessions, customer enablement, discovery of new use cases, and demonstrations of capabilities aligned with customer growth objectives. Develop and maintain customer success plans tied to defined business goals, milestones, risks, and expected outcomes throughout the customer lifecycle. Prepare and deliver executive business reviews that clearly connect platform usage and adoption to measurable business impact, supporting compelling renewal and expansion narratives. Partner with sales counterparts on renewals and expansion opportunities by developing value stories, coaching customer champions, identifying growth opportunities, and strengthening stakeholder engagement. Serve as a voice of the customer internally, communicating customer priorities, market needs, product feedback, and adoption challenges to relevant teams. Establish and promote proven implementation practices, repeatable playbooks, and scalable approaches that improve customer outcomes across the broader portfolio. Apply AI and emerging technologies to day-to-day workflows, improving efficiency, customer engagement, analysis, and the scalability of success programs. Requirements 5+ years of experience in Customer Success, Technical Account Management, or a comparable customer-facing role within B2B SaaS. 3+ years of experience leading enterprise software deployments where change management, data foundations, or data governance were significant priorities. 2+ years managing a portfolio of approximately 40–50 customer accounts. Demonstrated experience supporting renewals and contributing to expansion opportunities in partnership with a sales counterpart. Experience enabling non-technical teams to become more data-literate and self-sufficient. Strong technical fluency across data foundations, instrumentation approaches, taxonomy design, and AI-enabled workflows, with the ability to guide customers and delivery teams effectively. Expert-level project management skills, including the ability to coordinate complex deployments, manage dependencies, track milestones, and resolve risks independently. Strong business acumen and the ability to understand customer business models, priorities, growth levers, and success criteria. Excellent communication and presentation skills, with the ability to influence audiences ranging from data engineers and technical teams to C-level executives. Strong diagnostic and problem-solving abilities, with a proactive approach to identifying adoption gaps, technical blockers, and opportunities for improvement. High degree of curiosity, self-sufficiency, and comfort operating in ambiguous, fast-paced environments. Experience using AI tools to improve workflows, productivity, customer outcomes, or operational efficiency. Prior experience with digital analytics, product analytics, experimentation, or adjacent data platforms is preferred. Background in consulting, solutions delivery, implementation, or similar environments is advantageous. Hands-on experience using a digital analytics platform as a practitioner is a plus. Benefits Competitive total target cash compensation, with the New York City salary range listed at $194,000–$291,000 , inclusive of bonus or commission. Eligibility for equity and other forms of compensation. Medical, dental, and vision insurance, with 100% employer-paid premiums for employees on select plans. Flexible time off and paid holidays. 401(k) retirement plan with employer matching. Generous stipends for wellness, commuting, learning and development, and home-office equipment. Comprehensive parental benefits, including paid parental leave, fertility, adoption and surrogacy support, and backup childcare. Mental health and wellness support, including access to coaching and therapy sessions. One Medical membership in select U.S. locations. Employee Stock Purchase Program (ESPP). Mentorship, management training, and professional development opportunities. Charitable giving support and paid volunteer time off. Remote-friendly work environment within a global organization. Inclusive culture focused on psychological safety, empathy, collaboration, growth, ownership, and customer centricity.