Full-Time Customer Success Manager

The Data Customer Success Manager is a product and data expert who possesses a strategic mind and is customer-success oriented. They specialize in supporting customers with Data Management and API solutions post-implementation to help monitor the use and health of deployments, address data quality concerns, and advocate for solutions to address product/data gaps to increase customer satisfaction and retention.

Critical to success is a passion for urgency and prompt resolution of customer issues, ensuring customers quickly realize maximum value from Demandbase solutions. The Data CSM must build strong relationships with clients and become a trusted advisor. The Data CSM must possess a strong understanding of CRM and data management workflows and be technical, proactive, and solution-oriented.

What you’ll be doing:

• Works with Data Cloud customers post-implementation to drive satisfaction and retention
• Delivers best practice recommendations to help customers derive maximum value 
• Completes analytical audits for all assigned customers
• Manages and maintains utilization monitoring dashboards to report on match rates and fill rates to advise customers on how to optimize product configurations
• Alerts account team of trends and red flags related to product configuration and utilization
• Identify gaps and apply best practice recommendations to improve Match and Fill rates
• Conducts review calls to showcase value, assess sentiment, and provide recommendations
• Advocates for product enhancements that will benefit our data management customers 
• Acts as liaison between support, engineering, and account teams for case escalations & bugs
• Works closely with other internal teams when customers require solutions that go beyond what the products can deliver “out of the box”
• Working US hours; night time IST hours

What we’re looking for:

• 3+ years of relevant work experience in Customer Success or related field
• SaaS customer-facing experience 
• Proven experience in managing technical, and intangible project implementations
• Experience helping customers identify gaps in business processes and workflow
• Proven success aligning successful solutions, as well as gathering and demonstrating ROI data 
• Ability to coordinate internal teams and resources
• Experience working with the Operations, IT, and Data Science persona
• Data-driven, analytical mindset
• Strong technical knowledge of software solutions and APIs
• Deep understanding of CRM and data management workflows
• Proactive problem solver and innovative thinker