Customer Success Manager

We are Ataccama, and we are on a mission to democratize access to high-quality data. Ataccama ONE, our flagship product, is a unified data management platform that empowers both technical and less technical ‘data people’ across their organizations to create high-quality, governed, safe, and reusable data products.
As one of the biggest players in the global Data Management segment, Ataccama’s success has been validated by over 400 satisfied customers around the world. It’s what made us a Leader in the 2021 Gartner Magic Quadrant® for Data Quality Solutions™, and what inspired Bain Capital Tech Opportunities to invest in our future growth in June of 2022. When you join Ataccama, you step into an #UnlimitedPlayground where you’re free to explore your interests, build your skills, push boundaries in your industry, and even help redefine it.
You can find our friendly & talented bunch of 500+ Ataccamers in our offices in Toronto, Melbourne, Sydney, New York, London, Prague, Bratislava, and Sofia. With over 30+ nationalities from 6 continents, there’s always someone willing to lend a hand, offer advice, or just kick back over hangout.
We are open to various types of cooperation (remote, hybrid, onsite). #LI-hybrid Role overview
This role combines two main responsibilities within the Ataccama Customer Success Management (CSM) function:
• Steering and methodology – steer activities across multiple teams (sales, professional services, product management, engineering, support, customer onboarding) and drive the creation and rollout of methodologies and best practices (in cooperation with the other CSM and wider teams) for Customer Success focused on creating customer value, increasing product adoption, and promoting revenue renewal and expansion.• Execution – responsibility for a cohort of selected key customers.
Metrics of success• NPS• GRR (as CSM function evolves into the next FY, also NRR may be added)
Reporting toChief Customer Officer
Main responsibilities
CSM Steering and Methodology• Steer, prioritize, coordinate, and align cross-functional teams driving the CSM activities focused on customer retention and expansion. Partner with the teams to foster synergy, create alignment and collaborate on the creation of customer value.• Design and operationalize metrics for cross-functional CSM activities, implement and deliver progress reporting.• Provide internal advocacy: as the voice of the customer (VOC) inside of Ataccama, communicate customer feedback and requirements, including documenting, quantifying and prioritizing this feedback to align the Ataccama teams to meet the customer's needs.• Drive the creation of Ataccama CSM methodologies and best practices that deliver consistent customer satisfaction through all phases of the customer lifecycle, especially for retention and loyalty purposes including but not limited to customer value segmentation, retention strategies, CSM playbooks, customer value journey and value-based plans, to name a few.• Drive activities leading to operationalizing the CSM methodologies and best practices, and their rollout across territories as Ataccama grows the CSM function. Drive operational improvements within in the Customer Success team which streamline processes, leverage automation, and enable scale.• Drive activities leading to the design of data collection and feedback mechanisms to identify and understand customer needs, and adoption and assess customer health, risks and opportunities. • Align the VOC, methodologies, and best practices with Ataccama goals, values, features, and use cases.
CSM Execution• Act as a trusted advisor to a portfolio of customers in EMEA and help them gain value from Ataccama, drive retention, adoption, usage and growth.• Enable customers at all levels: provide tactical, operational and strategic support to customers from the most junior analyst to senior members of the customer's executive teams, ensuring maximum adoption of our products and services.• Build and nurture executive relationships to solidify our partnership and commitment to the customer while deepening and broadening our relationships in the account.• Partner with customers to develop a plan that aligns their business needs to success accelerators (e.g., organizational, program, change management, and technical strategies) designed to reduce time to value for Ataccama solutions. • Work closely with the Product, Support, Services, Security, Engineering and other teams to streamline and prioritize work needed for customer success.• Work closely with the sales team to identify and pursue upsell and cross-sell opportunities.• Facilitate customer meetings and prepare documentation or visuals of overall performance for each assigned customer, analyzing trends and usage to identify areas for improvement and minimize churn.Work equipment
- Company laptop- Company mobile phone + SIM card & package of mobile data
Perks & Benefits