Senior Customer Success Manager

Senior Customer Success ManagerTreasure Data empowers the world's largest and most innovative companies to drive connected customer experiences that increase revenue and reduce costs. Built on a big data foundation of trust and scale, Treasure Data is a customer data platform (CDP) pioneer and continues to reinvent the CDP by putting AI and real-time experiences at the center of the customer journey.Job DescriptionTreasure AI:Treasure AI is the agentic experience platform built to acquire, retain, and grow your most valuable customers. Powered by AI, Treasure AI is shaped by human creativity and always-on through continuous, context-driven action.Furthermore, Treasure AI employees are enthusiastic, data-driven, and customer-obsessed. We are a team of driversself-starters who take initiative, anticipate needs, and proactively jump in to solve problems. Our actions reflect our values of honesty, reliability, openness, and humility.Your Role:We are looking for a Senior Customer Success Manager to drive product adoption and ensure customers achieve their business goals, leading to strong ROI, growing NRR, and high customer satisfaction. Operating with significant autonomy, you'll navigate complex customer organizations, establish best practices adopted across the CSM team, and serve as the strategic advisor customers rely on for CDP success. You'll probe deeply to understand customer data strategies, guide adoption of best practices, and push customers to execute on use cases that deliver measurable business value.Responsibilities:Drive product adoption across complex enterprise accounts, establishing procedures that become CSM best practicesLead strategic business reviews and maintain comprehensive success plans tracking goals, action items, and ROIConduct CDP Maturity Assessments and run Use Case Workshops to prioritize customer roadmapsDocument verified outcomes and build customer advocacy programsCreate bespoke value reports for senior stakeholders, making champions heroes to their organizationsProvide strategic advice to customers on how to leverage Treasure AI to realize valueBuild customer advocates who are willing to share success stories, provide case studies and speak at eventsAccount Management & Growth:Own day-to-day customer relationships as primary escalation path and trusted advisorTrack usage patterns and health scores in Gainsight to proactively identify risks and opportunitiesIdentify upsell opportunities and provide input on churn forecasting and renewal strategiesLead kickoff calls, check-ins, and coordinate renewal processesAlign with and challenge partners to advance customers in their data maturityUnderstand customers' business objectives and align Treasure Data's solutions to meet these.Cross-Functional Excellence:Serve as voice of customer internally, ensuring customer needs are understood and respectedShare product roadmap updates and collect strategic feedback for Product teamsSupport implementations by coordinating requirements with PS/Partners while maintaining ownershipCreate and manage Support cases, following through to timely resolutionProvide customized demos and coordinate end-user training with Academy and TAM teamsOperation Excellence:Establish CSM procedures and frameworks adopted across the organizationMentor junior CSMs and share knowledge/resources across the teamContinuously educate yourself on martech, data, AI, and platform evolutionTrack customer milestones and outcomes with strong attention to detailJob Requirements:8+ years relevant work experience3+ years supporting a CDP or similar platformStrong understanding of Marketing Technology SolutionsDemonstrated history of strong customer satisfaction scoresExcellence in written and verbal communicationTechnical acumen with business and strategic curiosityActive listening with ability to pivot based on customer prioritiesSelf-directed learner who identifies and fills knowledge gaps independentlyStrong cross-functional collaboration, particularly with Partners, Marketing, and ProductPhysical Requirements:Working out of the Mountain View, California or New York, New York office according to our "Global Hybrid Working Policy."Travel Requirements:Requires peaks of 25% travel to visit clientsPerks and Benefits (US):Comprehensive medical, dental, vision plans and Employee Assistance Program (EAP)Competitive compensation packagesCompany paid life insurance 3x salaryCompany paid short- and long-term disability coverageRetirement planning (401K) with 4% company matchRestricted Stock Units (RSU)Flexible Time Off (FTO)Up to 26 weeks paid parental leave including a post-partum night nurseComprehensive support and access to care for everyone, everywhere through Carrot - our global reproductive health and family-building benefit.Our Dedication to You:We value and promote diversity, equity, inclusion, and belonging in all aspects of our business and at all levels. Success comes from acknowledging, welcoming, and incorporating diverse perspectives.Diverse representation alone is not the desired outcome. We also strive to create an inclusive culture that encourages growth, ownership of your role, and achieving innovation in new and unique ways. Your voice will be heard, and we will help amplify it.