Senior Customer Success Manager

For decades, DTN has been the silent force behind some of the world’s most critical industries—helping businesses navigate complexity, uncertainty, and risk with smarter, faster decisions. From agriculture to energy to weather intelligence, our proprietary Operational Decisioning Platform transforms raw data into decision-grade insights—enabling companies to optimize supply chains, ensure market stability, and safeguard infrastructure against disruption. We don’t follow trends—we set the standard for precision, trust, and operational impact. 

DTN is at an exciting inflection point. Building off a foundation of financial strength, profitability, and industry trust, we’re accelerating growth and expanding our global footprint. Our purpose-built solutions—powered by AI and honed by decades of vertical expertise—are helping some of the world’s most significant enterprises thrive amid operational constraints and uncover new opportunities in a fast-changing world.

Job Description:

We are seeking a technically savvy Senior Customer Success Manager who possesses a strong drive for results. You will be proactive, drive adoption of DTN services, intuitive, and dynamic to work with a broad range of customers, who are in different phases of the customer life cycle. You will be motivated to maximize customer value and create strategies to grow our customer base. 

What you will be responsible for:  

• Act as the primary point of contact for assigned clients, ensuring timely and effective communication and problem resolution.  

• Be the 'voice of the customer' and provide internal feedback to maximize customer value and retention. 

• Outcomes driven; you will own and manage a renewal book of business of customers, and as their strategic advisor, you will guide them to success on their journey. 

• Monitor and prioritize your book of business based on key indicators of customer health via ChurnZero, our CS platform. 

• Work closely with sales, product and other technical teams to ensure an exceptional customer experience and take care of any customer issues. 

• Work cross-functionally with other team members to foster a strong sense of community and information sharing. 

• You will develop a high level of knowledge and understanding of DTN products while keeping up with industry news, trends, and best practices. 

• Utilize available data and customer knowledge to identify risks, then take the necessary steps to document your plan and mitigate the risk.  

• Create, develop, and execute strategies to further grow our existing customer base.

• Identify opportunities to cross-sell additional products and offerings.

What you will bring to the role: 

• Experience running a large book of business with proven track record of long-term customer retention. 

• Background working at a SaaS or software company.

• Ability to thrive in a fast-paced environment of ambiguity and frequently switch gears with ease.

• Excellent interpersonal skillset and ability to build strong rapport with internal/external stakeholders.

• Highly organized with the ability to effectively balance competing priorities.

• Superb problem solver, and relentless in finding the right answer.  

• Incredibly curious and asks engaging questions to elicit discovery.