Staff Customer Success Manager, acceldata
Enterprise data observability platform
Job no longer available
Enterprise data observability platform
201-500 employees
Job no longer available
201-500 employees
Company mission
Acceldata is on a mission to empower data teams to build and operate great data products.
Role
Who you are
- If you love solving challenges, delivering results, and seeing customers thrive, we want to hear from you!
- Data and AI domain knowledge and experience working with customers to realize business value
- 10+ years of experience in Enterprise Customer Success, Account Management, Pre Sales Engineering, Architecture or Consulting
- Customer Success Platform experience (Totango, Gainsight, Churnzero, Catalyst). Currently, we are evaluating Salesforce
- Hands-on building of CS processes (adoption, churn reduction, risk management, renewals, expansions, etc)
- Diplomacy, tact, and poise when working through customer issues and escalations
- Proven experience in senior customer-facing roles that require a mix of influencing, validating, negotiating, understanding and execution
- Excellent customer-facing skills and the ability to communicate with Executives as well as other stakeholders both internally and externally
- Individuals who excel in a high-paced environment working with cross-functional teams on multiple customer engagements often concurrently
- Good communication and analytical skills with the ability to mentor team members to achieve success
- Experience with building customer relationships across organizations from C-level to end-user
- Ability to work across multiple time zones and cultures
- Travel to Customer locations regularly
What the job involves
- As a Staff Customer Success Manager, you’ll guide your portfolio of clients toward success by building trusted partnerships, driving product adoption, and fostering long-term value
- Your focus will be on creating impactful connections, ensuring retention, and helping customers get the most out of Acceldata
- Own a portfolio of customers and be a single point of contact for the health of the customer
- Establish "trusted advisor" relationships with the management and technical teams on the customer side while working seamlessly with our account team to extend "Acceldata" reputation and position as a vendor
- Measure and improve customer adoption to accelerate Time to Value (TTV)
- Identify opportunities for expanding product usage and feature adoption
- Provide dedicated support through office hours, enablement materials, and Proof of Values
- Collaborate with stakeholders to develop Customer Success Plans with measurable goals
- Introduce customers to new features and premium offerings
- Monitor adoption trends and share best practices to optimize usage
- Anticipate renewal needs and proactively address them
- Monitor and mitigate churn risks through continuous tracking
- Identify and address potential barriers to success
- Oversee escalations and facilitate efficient resolution
- Collaborate with internal teams to ensure platform health and performance
- Coordinate renewal paperwork with Sales and Operations
- Align customer and product roadmaps for successful outcomes
- Manage and communicate on the agreed Customer Success Plan
- Maintain regular communication with key stakeholders, including the sponsor and other relevant personnel
- Conduct periodic business reviews at various levels (monthly, quarterly, executive)
- Organize face-to-face meetings and virtual events to strengthen relationships
- Lead customer surveys to gather feedback and measure satisfaction
- Engage with C-level executives to drive strategic initiatives and ROI
- Create tailored deliverables that meet the needs of different stakeholders
- Translate customer feedback into actionable improvements for Acceldata
- Identify and cultivate customer champions for advocacy and referrals
- Encourage customer participation in reviews, case studies, and public events
- Prioritize high NPS, CSAT, and other key metrics to measure success
- Collaborate with Sales on account planning to identify growth opportunities
- Maximize expansion potential within your portfolio
Our take
For enterprises, data capture is increasing at a rapid rate, but visibility into this data is still surprisingly low. Acceldata enables businesses to monitor their data across a range of environments, exposing interactions between data sets and optimizing databases to increase performance and reliability while lowering costs.
Acceldata was founded by veterans of Zalando, InMobi ,and Hortonworks, which allowed it to both identify and address key data pain points facing enterprises today. The platform leverages AI and machine learning to help its clients "win in the data economy" by reducing performance incidents, improving productivity, and lowering spend on infrastructure.
Data observability platforms are becoming increasingly prevalent, and Acceldata's main challenge will be competing with companies like Datafold and Monte Carlo. Despite this, Acceldata has displayed promising growth, and carved itself a space in the burgeoning market. 2023 funding will be used to increase awareness for data observability, and in turn capture more data-driven companies as clients.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
39% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Oct 2023
$10m
SERIES C
Feb 2023
$50m
SERIES C
Total funding: $105.6m
Company benefits
- Flexible work schedule
- Modern equipment
- Uber transport facilities
- Free lunch
- Performance-based bonuses
- ESOPs
- Free access to INR 50k+ of Udemy courses
- Opportunity to make an immediate impact on mission-critical projects
Company HQ
Pruneyard / Dry Creek, Campbell, CA
Leadership
Rohit Choudhary
(CEO & Co-Founder)Previously worked as Engineering Leader at InMobiIn, and was Senior Engineering Manager at [24]7 iLabs. Then served as Director of Engineering at Hortonworks.
Raghu Mitra Kandikonda
(Director of Engineering & Co-Founder)Worked as a Systems Analyst at Subex. Currently works as a Staff Software Engineer at Citrix and Hortonworks.
Ashwin Rajeeva
(CTO & Co-Founder)Previously co-founded muHive Technologies, and worked as a Delivery Lead at Zalando. Was also an Architect at Hortonworks.
Gaurav Nagar
(Senior Architect & Co-Founder)Former Senior Software Engineer at Hortonworks, and former Senior Member Of Technical Staff at [24]7.
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