Senior Customer Success Manager - Acceldata Data Observability Cloud

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:

• 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.