Enterprise Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage a portfolio of enterprise clients as their trusted advisor and primary relationship leader throughout the stages of deployment, adoption, renewal, and growth.

• Develop an understanding of customer business objectives and data management priorities, articulating how Ataccama facilitates their success.

• Formulate and lead structured account and success plans aligned with customer outcomes.

• Collaborate with Sales and cross-functional go-to-market teams, including Professional Services, Sales Engineering, Product, Engineering, and Support.

• Design and implement strategies for adoption and expansion to expedite onboarding, broaden use cases, drive multi-year renewals, and increase incremental Annual Recurring Revenue (ARR).

• Conduct onsite workshops and customer business reviews with stakeholders at the executive level.

• Translate technical capabilities into business value and outcomes at the executive level.

• Proactively identify and mitigate risks to safeguard Gross Revenue Retention (GRR).

• Structure, position, and negotiate renewals, expansions, and commercial agreements in collaboration with Sales, procurement, InfoSec, and legal teams.

• Transform customer value realization into opportunities for commercial expansion.

• Work alongside systems integrators and other partners involved in customer accounts.

• Own and monitor metrics including ARR, Net Revenue Retention (NRR), GRR, product adoption, usage, and Customer Satisfaction (CSAT)/Net Promoter Score (NPS).

• Deliver measurable value realization, platform adoption, customer loyalty, advocacy, retention, and revenue growth in complex enterprise environments.

⛳️ Requirements

• A minimum of 5 years of experience in Customer Success or Account Management.

• Experience with enterprise data management platforms, preferably in PaaS/SaaS contexts and in areas such as data quality, data governance, master/reference data management, observability, or analytics.

• Strong technical knowledge of Data Governance.

• Proven capability to operate within complex, multi-stakeholder enterprise accounts, including engagement at the executive level.

• Demonstrated success in managing and expanding enterprise portfolios, achieving measurable improvements in retention, adoption, time-to-value, and CSAT/NPS.

• Direct experience in negotiating renewals, expansions, and commercial agreements with procurement, InfoSec, and legal teams.

• Proven track record of working cross-functionally, including collaboration with systems integrators and partners in customer accounts.

• Exceptional written and verbal communication abilities, with a knack for influencing both technical and executive audiences.

• A commercially-minded, results-oriented individual with strong business and technical acumen.

• Ability to work autonomously, prioritize effectively, and lead complex initiatives from strategy to execution.

• Must be authorized to work in the United States on a full-time basis.

• Ataccama does not sponsor applicants for employment visa status and cannot transfer or assume existing visa sponsorship.

🏝️ Benefits

• Medical Insurance (including vision & dental).

• 401(k) with employer match contribution.

• Life Insurance.

• Long-term disability insurance.

• Employee Assistance Program (EAP).

• Long-Term Incentive Program.

• "Bring Your Friend" referral program.

• Paid vacation plus the flexibility of Flexible Time Off (FTO).

• 5 sick days.

• The Global Family Support Program - a paid leave program to assist all parents with new family additions.

• Flexible working hours & hybrid work setup.

• Conference tickets to premier industry events of the year.

• Access to online courses & company subscriptions to Udemy for skill enhancement.