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, Senior Customer Success Managers align with customers throughout their journey to understand their desired business outcomes, empower them to maximise the value of their existing use cases, and optimise for growth into new use cases across their business – ultimately working to ensure continuous value and return on their Dataiku investment.  

Senior Customer Success Managers play an integral role in our business, serving as the customer’s main point of contact and the liaison between customers and Dataiku’s internal teams (including Sales, Services, Product Management, Marketing, among others). CSMs ensure cross-functional alignment to deliver value in a streamlined way, aligned with desired customer outcomes and use-case metrics. Their chief focus is on mutual success and growth.

Key Areas of Responsibility (What You’ll Do)

• Work with customers across KSA. 
• 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 operationalising 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 in order to guide them to achieve these via Dataiku's product and services.
• Continuously advise customers on leveraging Dataiku to implement data science projects from design to production.
• Monitor customers’ achievement of desired outcome and value, consistently and effectively telling the story of 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 prioritise 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 in order to mitigate risk, improve customer experience, drive to value outcomes, and unlock growth. 
• Stay current on Dataiku’s products, competitive landscape, & data science trends.
• Embrace and contribute to the Customer Success team methodologies.

Experience (What We’re Looking For)

• Fluency in English and native Arabic are a must-have.
• Minimum seven (7) 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 dollar 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 organisations.
• Working knowledge of big data technologies such as Hadoop and Spark is preferred.
• Project management and storytelling skills.
• Strong technical, analytic, and problem-solving skills.

You may be a good fit for this role if you:

• Have a never-ending intellectual curiosity, are detail-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

#LI-Remote

The Dataiku Senior Customer Success Manager is responsible for serving a portfolio of large enterprise accounts for their assigned territory. This position proactively works with a broad set of stakeholders to illustrate the value delivered through Dataiku’s software & services. The Senior Customer Success Manager serves as the internal voice of the customer while working with other Dataiku teams and partners to exceed customer expectations. This individual's performance is based on specific metrics associated with customer product adoption, expansion & retention.

How you'll make an impact:

• Actively serves a portfolio of assigned accounts including some of the world’s leading organizations in industries such as financial services, insurance, pharmaceuticals, transportation, manufacturing and technology.
• Gain an understanding of client’s use cases and desired business outcomes and help a large number of licensed users achieve these goals via Dataiku's Product & Services.
• Help clients translate the business use cases they’re trying to crack into data science solutions.
• Partner with Dataiku Implementation Managers and Data Scientists to ensure successful deployment and engagement with Dataiku.
• Provide guidance to customer organizations on how to leverage Dataiku to implement data science projects from design to production.
• Implement customer engagement strategies including consistent Executive Business Reviews.
• Leverage Customer Health analytics to identify customer expansion opportunities & churn risks.
• Collaborate with Dataiku’s Sales team to expand customer relationships & ensure renewals.

What you'll need to be successful:

• Fluent English is a must-have. Fluent German and French, or one of these, is required for the role
• Ease in speaking to stakeholders at all levels and various departments: from business executives to data scientists, analysts and IT.
• At least 5-15 years of prior account management, customer success, consulting experience, preferably within enterprise software or data science.
• Strong verbal/written communication & presentation skills; extraordinary listening skills
• Strong knowledge of data science project lifecycle and a proven record of supporting organizations in their AI maturity curve.

#LI-Hybrid #LI-SC1

The Dataiku Strategic Customer Success Manager is responsible for serving a portfolio of large enterprise accounts for their assigned territory. This position proactively works with a broad set of stakeholders to illustrate the value delivered through Dataiku’s software and services. The Strategic Customer Success Manager serves as the internal voice of the customer while working with other Dataiku teams and partners to exceed customer expectations. This individual's performance is based on specific metrics associated with customer product adoption, expansion & retention.

Responsibilities include (but are not limited to):

• Actively serves a portfolio of assigned accounts including some of the world’s leading organizations in industries such as financial services, insurance, pharmaceuticals, transportation, manufacturing and technology.

• Gains an understanding of client’s use cases and desired business outcomes and help a large number of licensed users achieve these goals via Dataiku's Product and Services.

• Help clients translate the business use cases they’re trying to crack into data science solutions and works with the customers to provide value assessments around the use cases and efficiency improvements.

• Provides guidance to customer organizations on how to leverage Dataiku to implement data science projects from design to production while actively ensuring adoption and growth strategies are in place and being worked.

• Implements customer engagement strategies including consistent Success Reviews, user community events, and customer participation in Dataiku community events to ensure customer engagement and satisfaction.

• Leverages customer health analytics to identify customer expansion opportunities and downsell and churn risks.

• Collaborates with Dataiku’s Sales team to ensure successful renewals and to expand customer relationships.

Success Profile:

• Ease in speaking to stakeholders at all levels and various departments: from business executives to data scientists, analysts, and IT.

• At least 7-15 years of prior account management, customer success, consulting experience, preferably within enterprise software or data science.

• Strong verbal/written communication & presentation skills; extraordinary listening skills

• Strong knowledge of data science project lifecycle and a proven record of supporting organizations in their AI maturity curve.

• Must be currently based on the East Coast (Northeastern location preferred). 

#LI-AH1

We are looking for a Senior Customer Success Manager to join us in Frankfurt, Germany, as part of an exciting new team. The Dataiku Senior Customer Success Manager is responsible for serving a portfolio of large enterprise accounts for their assigned territory. This position proactively works with a broad set of stakeholders to illustrate the value delivered through Dataiku’s software & services. The Senior Customer Success Manager serves as the internal voice of the customer while working with other Dataiku teams and partners to exceed customer expectations. This individual's performance is based on specific metrics associated with customer product adoption, expansion & retention.

How you'll make an impact:

• Actively serves a portfolio of assigned accounts, including some of the world’s leading organisations in manufacturing, energy and defence.
• Gain an understanding of the client’s use cases and desired business outcomes, and help a large number of licensed users achieve these goals via Dataiku's Product & Services.
• Help clients translate the business use cases they’re trying to crack into high ROI solutions.
• Partner with the Dataiku account teams (Engagement Managers, Technical Account Managers, Data Scientists and Sales Engineers) to ensure the success of your customers.
• Provide guidance to customer organisations on leveraging Dataiku to implement data science projects from design to production.
• Implement customer engagement strategies, including consistent Executive Business Reviews and account planning.
• Leverage Customer Health analytics to identify customer expansion opportunities & churn risks.
• Collaborate with Dataiku’s Sales team to expand customer relationships & ensure renewals.

What you'll need to be successful:

• Ease in speaking to stakeholders at all levels and various departments: from business executives to data scientists, analysts and IT.
• At least 5-15 years of prior account management, customer success, consulting experience, preferably within enterprise software or data science.
• Strong verbal/written communication & presentation skills; extraordinary listening skills and proactivity.
• Strong knowledge of the data science project lifecycle and a proven record of supporting organisations in their AI maturity curve.
• Change management through major programs (onboarding, champion network, building centres of excellence)

#LI-Hybrid