Senior Customer Success Manager

Job Description

About the Role

Sr Customer Success Manager

Saudi Arabia, Remote

At Dataiku, we’re not just adapting to the AI revolution, we’re leading it. Since our beginning in Paris in 2013, we’ve been pioneering the future of AI with a platform that makes data actionable and accessible. With over 1,000 teammates across 25 countries and backed by a renowned set of investors, we’re the architects of Everyday AI, enabling data experts and domain experts to work together to build AI into their daily operations, from advanced analytics to Generative AI.

The Customer Success team at Dataiku is focused on accelerating adoption and business outcomes by guiding customers on their fastest path to value with Dataiku. By leveraging deeply consultative skills and strong product knowledge, Customer Success Managers align with customers throughout their journey to understand their desired business outcomes, empower them to maximize the value of their existing use cases, and optimize for growth into new use cases across their business – ultimately working to ensure continuously improving value and return on their Dataiku investment.

Customer Success Managers play an integral role in our business, also serving as the ultimate liaisons between customers and internal teams, including Sales, Services, Product Management, and Marketing, among others. In so doing, CSMs ensure streamlined value delivery based on desired customer outcomes and use case metrics, with a focus on mutual success and growth.

How you’ll make an impact #LI-Remote

Work with customers across our Middle East region

Own a portfolio of assigned accounts that may vary in market size, industry, and complexity, with a focus on ensuring successful onboarding onto Dataiku, increasing adoption, ensuring retention, growth, and overall customer satisfaction

Align closely with key customer stakeholders to ensure that the vision, implementation plan, and desired business outcomes established pre-sales are supported by clear objectives, action items, owners, and sponsors

Have a strong command of Dataiku’s unique value proposition, the business value our key solutions drive, our approach to operationalizing Everyday AI, and common use cases and best practices. Be able to effectively leverage the above to guide customers on their journey with Dataiku

Keen ability to develop a deep understanding of a customer’s business, use cases, and outcomes to guide them to achieve these via Dataiku’s product and services

Continuously advise customers on how to leverage Dataiku to implement data science projects from design to production

Monitor customers’ achievement of desired outcomes and value, consistently and effectively telling the story of these both to internal stakeholders and externally to key customer stakeholders

Establish regular touchpoints with assigned customers per established best practices, to review progress against strategic business and technical product objectives

Leverage Customer Adoption & Health analytics to identify potential risks or opportunities for expansion, with a focus on translating this data into actionable advice

Effectively prioritize and orchestrate the resolution of customer requests or issues

Develop trusted and collaborative relationships with internal stakeholders and business partners, including Sales, Sales Engineering, Services, Support, Partnerships, Product, and Marketing, among others

Champion customers internally to mitigate risk, improve customer experience, drive value outcomes, and unlock growth

Stay current on Dataiku’s products, competitive landscape, & data science trends

Embrace and contribute to Customer Success team methodologies

What you’ll need to be successful

Minimum five (5) years of professional experience in customer success, technical account management, or client relationship management roles with a demonstrated history of increasing adoption, retention, and customer satisfaction

Experience managing a fast-growing book of accounts, with account sizes ranging from ~$200k to multi-million ARR across the Forbes Global 2000 and beyond

Experience with KPIs such as Gross Dollar Retention, Net Dollar Retention, Renewal Rate, Logo Retention Rate, NPS, and CSAT

Experience working collaboratively across Professional Services and Partner motions

Track record of successfully navigating ambiguity, building consensus, fostering accountability, and working with urgency to deliver customer outcomes

Strong written and oral presentation skills, with the ability to effectively engage both business and technical stakeholders (from Analyst to C-level)

Confidence in serving multiple customer stakeholders and working to build communities of champions/advocates across large organizations

An understanding of core data science concepts and the ability to translate business use cases into data science solutions

Project management and storytelling skills

Strong technical, analytic, and problem-solving skills

Ideally, you are based in Riyadh with the ability to travel across Saudi Arabia

Native Arabic and fluent English are required

What will make you stand out

Have a never-ending intellectual curiosity, are detailed oriented, and analytical

Have experience in hyper-growth, product-based technology companies

Are passionate about technology, the data and analytics space, and enjoy learning new solutions, features/functionalities and translating these into solutions that drive business value for customers

Understand the importance of being a self-motivated team player

Show an appreciation for nuance and a desire to build consensus in a diverse and multicultural environment

What are you waiting for!

At Dataiku, you’ll be part of a journey to shape the ever-evolving world of AI. We’re not just building a product; we’re crafting the future of AI. If you’re ready to make a significant impact in a company that values innovation, collaboration, and your personal growth, we can’t wait to welcome you to Dataiku! And if you’d like to learn even more about working here, you can visit our Dataiku LinkedIn page.

Our practices are rooted in the idea that everyone should be treated with dignity, decency and fairness. Dataiku also believes that a diverse identity is a source of strength and allows us to optimize across the many dimensions that are needed for our success. Therefore, we are proud to be an equal opportunity employer. All employment practices are based on business needs, without regard to race, ethnicity, gender identity or expression, sexual orientation, religion, age, neurodiversity, disability status, citizenship, veteran status or any other aspect which makes an individual unique or protected by laws and regulations in the locations where we operate. This applies to all policies and procedures related to recruitment and hiring, compensation, benefits, performance, promotion and termination and all other conditions and terms of employment. If you need assistance or an accommodation, please contact us at: reasonable-accommodations@dataiku.com