Customer Success Manager, Posit

• 3+ years of experience in Customer Success supporting enterprise clients, preferably in data science, analytics, or enterprise software industries, with experience helping both SaaS and on-premise solutions
• Proven track record of proactively guiding enterprise customers toward business success, especially through periods of friction and complexity
• Strong business acumen and passion for showing how advanced analytics and BI tools can be leveraged to make data-driven decisions and drive greater growth
• Excellent relationships, building stakeholder management, and consultative skills, with the ability to build customer trust
• Experience collaborating strategically with Sales and Account Management teams to achieve shared goals
• Proactive and results-oriented approach with a strong focus on customer success, with an aptitude for understanding and navigating complexities
• Strategic thinking and tactical execution abilities; strong project management and organizational skills, with the ability to manage complex engagements
• Clear and confident communication is essential, especially when leading customers through complex decisions and explaining concepts
• Experience with CRM tools (Salesforce preferred) and other relevant productivity software
• Demonstrated ability to quickly understand deeply technical products in order to deliver both expected and unexpected value to customers
• Knowledge of Databricks and/or Snowflake is a plus

Desirable

• As a Customer Success Manager (CSM) at Posit, you will be pivotal in ensuring our customers realize the full value of their investments in our data science solutions, primarily focusing on our on-premise offerings
• Your primary responsibility is to drive deep solution adoption, build strong partnerships, and proactively identify new opportunities for value realization and expansion
• You are more than just a supporter — you are a trusted advisor and guide
• You proactively address challenges, skillfully navigate complexities, and lead customers toward achieving their strategic goals, even when faced with deployment hurdles
• You collaborate closely with business and IT stakeholders across all organizational levels, acting as a knowledgeable partner who ensures customers achieve meaningful, sustained outcomes with Posit's suite of products, including those deployed within their infrastructure
• You build strong relationships with internal stakeholder teams like Sales, Engineering, Product, and Support
• You’ll partner strategically with Account Management to craft and execute long-term account strategies
• While they lead commercial activities, you will be the champion for driving adoption and value realization, ensuring our customers' environments are optimized for success with Posit's solutions
• Drive Adoption and Value Realization: Execute strategies to maximize the utilization of Posit products within customer environments, ensuring they achieve their desired business outcomes within their specific landscape, including on-premise and cloud deployments
• Guide Customers to Business Success: Take ownership of the customer journey, providing proactive guidance and support to ensure they achieve measurable value and positive outcomes with Posit products within their environment. This includes understanding their use case, business challenges to be solved, deployment models and integration points
• Cultivate Strong Customer Relationships: Build and maintain strong, long-term relationships across customer organizations by understanding their challenges and becoming a trusted point of contact
• Identify and Surface Expansion Opportunities: Through strategic engagement, uncover new use cases and future growth opportunities that align with the customer's roadmap and infrastructure, partnering with Account Management for execution
• Champion Development: Turn data scientists and their business stakeholders into heroes within their organization through connection to the Posit Community, providing resources to help expand code-first data science within their organization, and enabling them to champion Posit internally
• Partner Strategically with Account Management: Collaborate closely with Account Management to develop and execute comprehensive account strategies, aligning on goals for customer success, retention, and expansion, and having a strong understanding of the implications and opportunities
• Manage Stakeholders (Business and IT): Engage and influence across business and IT functions, from data scientists and analysts to IT architects and executives, tailoring your strategic communication to each audience
• Drive Customer Advocacy and Insights: Bring the customer's voice and requirements back into Posit to inform product development, service improvements, and go-to-market strategies, particularly regarding on-premise product enhancements and integration needs
• Mitigate & Manage Risk: Anticipate risks early in the customer journey, address them proactively by orchestrating internal resources and providing expert guidance to safeguard customer success. Develop mitigation plans, escalate critical issues, and proactively communicate with customers about potential risks. Serve as a central point of contact, orchestrating internal resources (e.g., Solutions Engineers, Support) and Product to address customer needs and ensure a seamless experience
• Synthesize and share customer pain points across the organization: Work with Product Management, Engineering, Sales Engineering, and Support to ensure they have the necessary data to improve the customer’s journey