Enterprise Customer Success Manager
About the job
Summary
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About Us
Acceldata is the market leader in Enterprise Data Observability. Founded in 2018, Silicon Valley-based Acceldata has developed the world's first Enterprise Data Observability Platform to help build and operate great data products.
Enterprise Data Observability is at the intersection of today’s hottest and most crucial technologies such as AI, LLMs, Analytics, and DataOps. Acceldata provides mission-critical capabilities that deliver highly trusted and reliable data to power enterprise data products.
Delivered as a SaaS product, Acceldata's solutions have been embraced by global customers, such as HPE, HSBC, Visa, Freddie Mac, Manulife, Workday, Oracle, PubMatic, PhonePe (Walmart), Hersheys, Dun & Bradstreet, and many more. Acceldata is a Series-C funded company and its investors include Insight Partners, March Capital, Lightspeed, Sorenson Ventures, Industry Ventures, and Emergent Ventures.
As a Customer Success Manager, you’ll guide your portfolio of clients toward success by building trusted partnerships, driving product adoption, and fostering long-term value. Your focus will be on creating impactful connections, ensuring retention, and helping customers get the most out of Acceldata. If you love solving challenges, delivering results, and seeing customers thrive, we want to hear from you!
We’re looking for someone who can:
- Own a portfolio of customers and be a single point of contact for the health of the customer.
- Establish "trusted advisor" relationships with the management and technical teams on the customer side while working seamlessly with our account team to extend "Acceldata" reputation and position as a vendor.
- Measure and improve customer adoption to accelerate Time to Value (TTV).
- Identify opportunities for expanding product usage and feature adoption.
- Provide dedicated support through office hours, enablement materials, and Proof of Values.
- Collaborate with stakeholders to develop Customer Success Plans with measurable goals.
- Introduce customers to new features and premium offerings.
- Monitor adoption trends and share best practices to optimize usage.
- Anticipate renewal needs and proactively address them.
- Monitor and mitigate churn risks through continuous tracking.
- Identify and address potential barriers to success.
- Oversee escalations and facilitate efficient resolution.
- Collaborate with internal teams to ensure platform health and performance.
- Coordinate renewal paperwork with Sales and Operations.
- Align customer and product roadmaps for successful outcomes.
- Manage and communicate on the agreed Customer Success Plan.
- Maintain regular communication with key stakeholders, including the sponsor and other relevant personnel.
- Conduct periodic business reviews at various levels (monthly, quarterly, executive).
- Organize face-to-face meetings and virtual events to strengthen relationships.
- Lead customer surveys to gather feedback and measure satisfaction.
- Engage with C-level executives to drive strategic initiatives and ROI.
- Create tailored deliverables that meet the needs of different stakeholders.
- Translate customer feedback into actionable improvements for Acceldata.
- Identify and cultivate customer champions for advocacy and referrals.
- Encourage customer participation in reviews, case studies, and public events.
- Prioritize high NPS, CSAT, and other key metrics to measure success.
- Collaborate with Sales on account planning to identify growth opportunities.
- Maximize expansion potential within your portfolio.
What makes you the right fit for this position?
- Data and AI domain knowledge and experience working with customers to realize business value
- 10+ years of experience in Enterprise Customer Success, Account Management, Pre Sales Engineering, Architecture or Consulting
- Customer Success Platform experience (Totango, Gainsight, Churnzero, Catalyst). Currently, we are evaluating Salesforce
- Hands-on building of CS processes (adoption, churn reduction, risk management, renewals, expansions, etc)
- Diplomacy, tact, and poise when working through customer issues and escalations
- Proven experience in senior customer-facing roles that require a mix of influencing, validating, negotiating, understanding and execution
- Excellent customer-facing skills and the ability to communicate with Executives as well as 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 organizations from C-level to end-user
- Ability to work across multiple time zones and cultures
- Travel to Customer locations regularly
Acceldata is an equal-opportunity employer
At Acceldata, we are committed to providing equal employment opportunities regardless of job history, disability, gender identity, religion, race, color, caste, marital/parental status, veteran status, or any other special status. We stand against the discrimination of employees and individuals and are proud to be an equitable workplace that welcomes individuals from all walks of life if they fit the designated roles and responsibilities.
Life @ Acceldata
#LifeAtAcceldata is all about working with some of the best minds in the industry and experiencing a culture that values an ‘out-of-the-box’ mindset. If you want to push boundaries, learn continuously, and grow to be the best version of yourself, Acceldata is the place to be!
We also believe in providing our employees with the right tools and resources to help them excel at their job. We offer:
- PTO Plan with rollover and unlimited negative balance
- RSSP Plan
- Up to 100% employer-paid benefit options for health, dental, and vision coverage
- Supplemental Benefits
- Apple Air Mac Equipment
- Becoming part of the team who’s coined the term “Data Observability”!
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About The Company
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