Sr Customer Success Manager

<div class="content-intro"><p><a href="https://www.dataiku.com/?utm_source=newswire&amp;amp;utm_medium=press-release&amp;amp;utm_campaign=PlatformforAISuccess" target="_blank">Dataiku</a> is the Platform for AI Success, the enterprise orchestration layer for building, deploying, and governing AI. In a single environment, teams design and operate analytics, machine learning, and AI agents with the transparency, collaboration, and control enterprises require. Sitting above data platforms, cloud infrastructure, and AI services, Dataiku connects the full enterprise AI stack — empowering organizations to run AI across multi-vendor environments with centralized governance.<br><br>The world’s leading companies rely on Dataiku to operationalize AI and run it as a true business performance engine delivering measurable value. For more, visit the Dataiku <a href="https://blog.dataiku.com/?_gl=1*17edvf4*_ga*MjA1Mjk5NzY4OC4xNjY3MjMyMDUz*_ga_B3YXRYMY48*MTY2OTA1MDY5NS4xMi4xLjE2NjkwNTA2OTguNTcuMC4w" target="_blank">blog</a>, <a href="https://www.linkedin.com/company/dataiku/" target="_blank">LinkedIn</a>, <a href="https://x.com/dataiku" target="_blank">X</a>, and <a href="https://www.youtube.com/dataiku" target="_blank">YouTube</a>.</p></div><p><span style="font-weight: 400;">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.&nbsp;&nbsp;</span></p> <p><span style="font-weight: 400;">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.</span></p> <p><strong>Key Areas of Responsibility (What You’ll Do)</strong></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Work with customers across KSA.&nbsp;</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">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.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">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.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">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.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">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.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Continuously advise customers on leveraging Dataiku to implement data science projects from design to production.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">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.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Establish regular touchpoints with assigned customers per established best practices, to review progress against strategic business and technical product objectives.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Leverage Customer Adoption &amp; Health analytics to identify potential risks or opportunities for expansion, with a focus on translating this data into actionable advice.</span></li> <li style="font-weight: 400;">Effectively prioritise and orchestrate the resolution of customer requests or issues.</li> <li style="font-weight: 400;"><span style="font-weight: 400;">Develop trusted and collaborative relationships with internal stakeholders and business partners, including Sales, Sales Engineering, Services, Support, Partnerships, Product, and Marketing, among others.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Champion customers internally in order to mitigate risk, improve customer experience, drive to value outcomes, and unlock growth.&nbsp;</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Stay current on Dataiku’s products, competitive landscape, &amp; data science trends.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Embrace and contribute to the Customer Success team methodologies.</span></li> </ul> <p><strong>Experience (What We’re Looking For)</strong></p> <ul> <li><strong>Fluency in English and native Arabic are a must-have.</strong></li> <li style="font-weight: 400;"><span style="font-weight: 400;">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.</span></li> <li style="font-weight: 400;"><span style=" margin: 0px; padding: 0px;">Experience managing a fast-growing book of accounts, with account sizes ranging from ~$200k to multi-million dollar ARR across the<a href="https://www.forbes.com/lists/global2000/?sh=2272aab45ac0" target="_blank">&nbsp;Forbes Global 2000</a> and beyond.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Experience with KPIs such as Gross Dollar Retention, Net Dollar Retention, Renewal Rate, Logo Retention Rate, NPS, and CSAT.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Experience working collaboratively across Professional Services and Partner motions.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Track record of successfully navigating ambiguity, building consensus, fostering accountability, and working with urgency to deliver customer outcomes.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Strong written and oral presentation skills, with the ability to effectively engage both business and technical stakeholders (from Analyst to C-level).</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Confidence in serving multiple customer stakeholders and working to build communities of champions/advocates across large organisations.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Working knowledge of big data technologies such as Hadoop and Spark is preferred.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Project management and storytelling skills.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Strong technical, analytic, and problem-solving skills.</span></li> </ul> <p><strong>You may be a good fit for this role if you:</strong></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Have a never-ending intellectual curiosity, are detail-oriented, and analytical</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Have experience in hyper-growth, product-based technology companies</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Are passionate about technology, the data and analytics space, and enjoy learning new solutions, features/functio*