Customer Success Manager

Role overview

Serve as the primary post-sale relationship owner for strategic enterprise customers of a customer data platform. The role partners with professional services, sales, and support to drive platform adoption, orchestrate renewals, and expand revenue across a portfolio of large accounts. The work centers on helping Fortune 500-style organizations unlock value from their first-party data infrastructure.

Responsibilities

• Drive full value realization of the customer data platform across an enterprise portfolio.
• Develop and execute strategic roadmaps tied to product adoption, customer satisfaction, and advocacy.
• Act as a trusted advisor to senior stakeholders in Engineering, Product, Business Analytics, and Marketing.
• Build deep relationships with IT, engineering, and development teams to sustain engagement.
• Identify and expand opportunities for account growth, partnering with Sales on renewals and expansion.
• Coordinate internal teams to optimize implementations and resolve complex technical challenges.
• Analyze the portfolio to prioritize high-impact risks and opportunities, with proactive mitigation plans.
• Stay current on industry trends in data and analytics while maintaining platform expertise.

Requirements

• 2+ years managing enterprise customers with $200k+ ACV per client.
• 3+ years in customer-facing roles such as CSM, account management, or consulting.
• Experience working with or supporting Fortune 500 companies or comparably large organizations.
• Strength in customer strategy development, leveraging data-driven insights to optimize client success.
• Ability to build and sustain relationships across all levels and business units within large enterprises.
• Excellent communication skills for engaging executive stakeholders via presentations and discussion.
• Strong problem-solving ability and skill at simplifying complex issues into actionable strategies.
• Comfort with dynamic environments and creating structure for high-impact customers.
• Working knowledge of analytics, APIs, and SQL to drive business outcomes.

Benefits and work setup

• Remote-first role; candidates will not be hired in San Francisco, Oakland, San Jose, or surrounding California areas.
• Approximately 15% travel for customer and team in-person engagements.
• Estimated pay ranges vary by location: Colorado/Hawaii/Illinois/Maryland/Massachusetts/Minnesota/Vermont/Washington D.C. $92,624–$115,780; New York/New Jersey/Washington State/California outside SF Bay $97,768–$122,210; SF Bay area $102,912–$128,640.
• Eligible for the equity plan, corporate bonus plan, and commissions.
• Standard benefits include health care insurance, 401(k), paid sick time, paid personal time off, and paid parental leave.