Senior Customer Success Manager

Requirements

• Experience in Customer Success, Professional Services, or Strategic Account Management roles supporting enterprise clients, preferably in highly regulated industries, with experience in technically complex SaaS and on-premise solutions
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• Proven track record of proactively guiding enterprise customers toward business success, especially through periods of friction and complexity
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• Strong business acumen and passion for showing how advanced analytics and BI tools can be leveraged to make data-driven decisions and drive greater growth
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• Excellent relationships, building stakeholder management, and consultative skills, with the ability to build customer trust
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• Experience collaborating strategically with Sales and Account Management teams to achieve shared goals
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• Proactive and results-oriented approach with a strong focus on customer success, with an aptitude for understanding and navigating business and technical complexities
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• Strategic thinking and tactical execution abilities; strong account management and organizational skills, with the ability to manage complex engagements
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• Clear and confident communication is essential, especially when leading customers through complex decisions and explaining concepts
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• Experience with CRM tools (Salesforce preferred) and other relevant productivity software
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• (Desirable) Familiarity with Posit's product suite (e.g., Posit Workbench, Connect, and Package Manager) is a plus
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• (Desirable) Familiarity with open-source packages in R and Python for data engineering, data visualization, and data science is a plus
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• (Desirable) A high level of understanding of the role of cloud platforms (AWS, Azure, GCP) is a plus, but a strong understanding of on-premise environments is critical
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• (Desirable) Knowledge of Databricks and/or Snowflake is a plus
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• (Desirable) Understanding of the core ideas/requirements for enterprise security and compliance is a plus
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• Are you excited about this role but not sure if your experience aligns with every qualification in the job description? That’s okay. We know multiple perspectives are essential for a thriving organization and we'd still love to hear from you!

• 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 on-premise offerings
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• Your primary responsibility is to drive deep solution adoption, build strong partnerships, and proactively identify new opportunities for value realization and expansion
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• You are more than just a supporter — you are a trusted advisor and guide
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• You proactively address challenges, skillfully navigate complexities, and lead customers toward achieving their strategic goals, even when faced with deployment hurdles
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• 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 Posit's suite of products, including those deployed within their infrastructure
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• You build strong relationships with internal stakeholder teams like Sales, Engineering, Product, and Support
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• You’ll partner strategically with Account Management to craft and execute long-term account strategies
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• 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 Posit's solutions
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• Drive Adoption & Value Realization:
  Own the customer journey end-to-end — from onboarding through renewal and expansion. Develop and execute strategies to maximize utilization of Posit's products, including on-premise deployments, ensuring measurable business outcomes are achieved at each stage of the lifecycle
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• Be a Strategic Partner:
  Understand each customer's business and data science goals, proactively build plans to help drive toward those goals, and bring best practice guidance and tailored recommendations for how they can advance their journey with Posit
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• Build Strong Relationships:
  Develop trusted relationships with end users and executive stakeholders across each account.…