Senior Customer Success Manager

Treasure Data:

At Treasure Data, we're on a mission to radically simplify how companies use data and AI to create connected customer experiences. Our intelligent customer data platform (CDP) drives revenue growth and operational efficiency across the enterprise to deliver powerful business outcomes.

We are thrilled that Forrester has recognized Treasure Data as a Leader in The Forrester Wave:
Customer Data Platforms For B2C. It's an honor to be acknowledged for our efforts in advancing the CDP industry with cutting-edge AI and real-time capabilities.

Furthermore, Treasure Data employees are enthusiastic, data-driven, and customer-obsessed. We are a team of drivers-self-starters who take initiative, anticipate needs, and proactively jump in to solve problems. Our actions reflect our values of honesty, reliability, openness, and humility.

Your Role:

We are looking for a Senior Customer Success Manager to drive product adoption and ensure customers achieve their business goals, leading to strong ROI, growing NRR, and high customer satisfaction. Operating with significant autonomy, you'll navigate complex customer organizations, establish best practices adopted across the CSM team, and serve as the strategic advisor customers rely on for CDP success. You'll probe deeply to understand customer data strategies, guide adoption of best practices, and push customers to execute on use cases that deliver measurable business value.

Responsibilities:

Strategic Customer Leadership

* Drive product adoption across complex enterprise accounts, establishing procedures that become CSM best practices

* Lead strategic business reviews and maintain comprehensive success plans tracking goals, action items, and ROI

* Conduct CDP Maturity Assessments and run Use Case Workshops to prioritize customer roadmaps

* Document verified outcomes and build customer advocacy programs

* Create bespoke value reports for senior stakeholders, making champions heroes to their organizations

* Provide strategic advice to customers on how to leverage Treasure Data to realize value

* Build customer advocates who are willing to share success stories, provide case studies and speak at events

Account Management & Growth

* Own day-to-day customer relationships as primary escalation path and trusted advisor

* Track usage patterns and health scores in Gainsight to proactively identify risks and opportunities

* Identify upsell opportunities and provide input on churn forecasting and renewal strategies

* Lead kickoff calls, check-ins, and coordinate renewal processes

* Align with and challenge partners to advance customers in their data maturity

* Understand customers' business objectives and align Treasure Data's solutions to meet these.

Cross-Functional Excellence

* Serve as voice of customer internally, ensuring customer needs are understood and respected

* Share product roadmap updates and collect strategic feedback for Product teams

* Support implementations by coordinating requirements with PS/Partners while maintaining ownership

* Create and manage Support cases, following through to timely resolution

* Provide customized demos and coordinate end-user training with Academy and TAM teams

Operation Excellence

* Establish CSM procedures and frameworks adopted across the organization

* Mentor junior CSMs and share knowledge/resources across the team

* Continuously educate yourself on martech, data, AI, and platform evolution

* Track customer milestones and outcomes with strong attention to detail

Job Requirements:

* 8+ years relevant work experience

* 3+ years supporting a CDP or similar platform

* Strong understanding of Marketing Technology Solutions

* Demonstrated history of strong customer satisfaction scores

* Excellence in written and verbal communication

* Technical acumen with business and strategic curiosity

* Active listening with ability to pivot based on customer priorities

* Self-directed learner who identifies and fills knowledge gaps independently

* Strong cross-functional collaboration, particularly with Partners, Marketing, and Product

Physical Requirements:

Working out of the Mountain View, California or New York, New York office according to our "Global Hybrid Working Policy."

Travel Requirements:

i.e. Requires peaks of 25% travel to visit clients

Perks and Benefits (US):

Our benefit package showcases our culture of care and empathy with

* Comprehensive medical, dental, vision plans and Employee Assistance Program (EAP)

* Competitive compensation packages

* Company paid life insurance 3x salary

* Company paid short- and long-term disability coverage

* Retirement planning (401K) with 4% company match

* Restricted Stock Units (RSU)

* Flexible Time Off (FTO)

* Up to 26 weeks paid parental leave including a post-partum night nurse

* Comprehensive support and access to care for everyone, everywhere through Carrot - our global reproductive health and family-building benefit.

Our Dedication to You:

We value and promote diversity, equity, inclusion, and belonging in all aspects of our business and at…