Senior Customer Success Manager, Anaconda

• 6+ years of experience in customer success, account management, or a related field — with a demonstrated track record managing large enterprise accounts (10,000+ employees) and a $6M+ book of business with accountability for retention and growth outcomes
• Demonstrated ability to build and navigate relationships across complex organizations, including VP and C-suite stakeholders
• Proficiency with CS platforms, CRM tools, and health scoring methodologies to drive data-informed account management
• Prospecting and outreach acumen — able to research accounts, map key stakeholders, and build pipeline from within your book using tools, data, and creative outreach strategies
• Experience working with technical buyers — IT, engineering, security, or data science teams — and the ability to translate technical risk and product capability into clear business impact
• Comfortable using AI-assisted tools in day-to-day work -- research, documentation, outreach drafts, account prep. Not a power user requirement, but an open-minded practitioner
• Exceptional verbal and written communication skills across all levels of an organization, including executive audiences
• Bachelor's degree or equivalent experience
• Willingness to travel up to 25% for customer onsite visits, executive business reviews, and key account engagements

Desirable

• The Customer Success (CS) team at Anaconda is the primary relationship layer between our platform and the enterprise organizations that depend on it — from data scientists and IT architects to security teams managing open-source risk at scale
• We help customers get real, measurable value from Anaconda's product suite by building trust, showing up prepared, and staying curious about what each customer is actually trying to solve
• This role is a key hire within Anaconda's EMEA go-to-market build
• You'll operate as the CS anchor within a geo-aligned pod — partnering directly with an Enterprise AE, BDR, and SE to go deep into accounts across DACH, Nordics, and Benelux, from executive engagement to end-user adoption
• As a Senior Customer Success Manager (CSM), you own a portfolio of strategically significant enterprise accounts and operate as a senior voice of the customer across the organization
• You're not here to manage relationships — you're here to set the standard for how we engage
• That means arriving prepared, thinking ahead, driving expansion, and leaving the function stronger than you found it
• Own a portfolio of enterprise accounts ($6M+ USD book of business). Build deep relationships across complex organizations — from end users and technical buyers to C-suite and VP-level executives — well beyond the initial point of contact
• Arrive at every customer interaction with a prepared point of view. Draw on health scores, product usage data, and engagement signals to drive conversations forward and deliver clear value at each touchpoint. No filler meetings
• Maintain rigorous account documentation — success plans, stakeholder maps, risk flags, expansion signals, monthly account pulses, and agreed next steps — that reflects the true state of each account and sets the standard for the broader team
• Collaborate with Sales, Product, and Engineering to support customer goals, mitigate risk, and advocate internally for what customers actually need — not just what's easy to deliver
• Partner as the CS anchor within a geo-aligned pod (AE, BDR, SE, CSM) — owning the customer relationship continuity that makes renewal and expansion conversations possible. When an AE opens a new door, you've already built the trust that keeps it open
• Experience managing enterprise accounts in DACH — with cultural fluency and the ability to build senior relationships in-region. German language skills are required
• Proactively research and identify new business units, personas, and decision-makers within your accounts. Craft targeted outreach to expand your stakeholder map and surface expansion opportunities — operating with the same rigor as a business development function when the situation calls for it
• Contribute to playbook development, CS engagement templates, and team best practices. Senior CSMs are expected to leave the function stronger than they found it
• Leverage AI tools and workflows to research accounts, synthesize usage signals, and prepare for customer interactions -- using available technology to work faster and show up smarter
• Mentor and coach less experienced CSMs through deal reviews, account strategy sessions, and informal guidance — translating personal experience into repeatable, teachable approaches
• How Your Impact Will be Measured:
• Net revenue retention across your enterprise portfolio
• Customer health score trends and reduction in at-risk accounts
• Quality and completeness of success plans and account documentation
• Expansion pipeline sourced from within existing accounts

• There is no application deadline; we accept applications on an ongoing basis