Senior Customer Success Manager - Acceldata Data Observability Cloud

We’re looking for someone who can:

• Build "trusted advisor" relationships with customer management and technical teams to enhance Acceldata's reputation.
• Manage a portfolio of customers as their main point of contact, focusing on improving customer adoption to accelerate Time to Value (TTV).
• Identify opportunities for increased product usage and create Customer Success Plans with stakeholders.
• Provide support through office hours, share enablement materials, and introduce new features to customers.
• Proactively address renewal needs, monitor churn risks, and share best practices.
• Oversee escalations, coordinate renewal paperwork with Sales and Operations, and maintain regular communication with stakeholders.
• Conduct business reviews, gather customer feedback, measure satisfaction, and engage with executives to drive initiatives.
• Translate feedback into improvements and collaborate with Sales to identify growth opportunities for portfolio expansion.

What makes you the right fit for this position?

• 8+ years of experience in enterprise customer success, account management, post-sales engineering, architecture, and consulting.
• Data, Cloud and AI domain knowledge and experience working with customers to realise business value.
• Hands-on building of CS processes (adoption, churn reduction, risk management, renewals, expansions, etc.)
• Customer Success Platform experience (Totango, Gainsight, Churnzero, Catalyst).
• Proven experience in senior customer-facing roles that require a mix of influencing, validating, negotiating, understanding and execution, diplomacy, tact, and poise when working through customer issues and escalations.
• Excellent customer-facing skills and the ability to communicate effectively with executives and other stakeholders, both internally and externally.
• Individuals who excel in a high-paced environment working with cross-functional teams on multiple customer engagements, often concurrently.
• Good communication and analytical skills with the ability to mentor team members to achieve success.
• Experience with building customer relationships across organisations, from C-level to end-users.
• Ability to work across multiple time zones and cultures.
• Travel to Customer locations regularly.