Senior Customer Success Manager

Treasure Data: 

At Treasure Data, we’re on a mission to radically simplify how companies use data and AI to create connected customer experiences. Our intelligent customer data platform (CDP) drives revenue growth and operational efficiency across the enterprise to deliver powerful business outcomes. 

We are thrilled that Forrester has recognized Treasure Data as a Leader in The Forrester Wave™: Customer Data Platforms For B2C. It's an honor to be acknowledged for our efforts in advancing the CDP industry with cutting-edge AI and real-time capabilities.

Furthermore, Treasure Data employees are enthusiastic, data-driven, and customer-obsessed. We are a team of drivers—self-starters who take initiative, anticipate needs, and proactively jump in to solve problems. Our actions reflect our values of honesty, reliability, openness, and humility.

Your Role:

Senior Customer Success Managers (CSMs) are focused on driving measurable outcomes for customers that lead to high NPS scores, improved product, customer-involved marketing materials, low time to value, strong ROI, and growing NRR. Sr. CSMs achieve this by probing deeply to understand customer data strategies, coordinating efforts, and guiding and pushing customers to adopt best practices and execute on CDP use cases that end in measurable ROI. We expect Sr. CSMs to excel as project managers, track customers’ goals, action items, and current ROI, as well as push their customers to constantly iterate and set new goals against a long-term vision of how Treasure Data will improve the lives of their customers and their customers’ customers.

While the Sr. CSM drives our customers hard to adopt our solutions and improve their use of their data, Sr. CSMs also serve as internal advocates, ensuring the voice of the customer is heard, understood, and respected at Treasure Data. To that end, Sr. CSMs invest in establishing trust and dig deep into the details with their customers while also investing in projects and relationships with colleagues internally, sharing knowledge and resources. Because we compete in a landscape that is constantly changing, Sr. CSMs are always educating themselves on tech, Marketing, IT, data, AI, and the evolution of our own product and features. We look to our Sr. CSMs to escalate appropriately, suggest solutions, and seek feedback. Because we are a hybrid (remote and in-office mix) workplace, we expect all employees to use slack, zoom, confluence, and all of the other tools we offer to connect with each other and customers and to go the extra mile to build trusting relationships.

Responsibilities & Duties: 

• Support Implementations and those who execute them.
• Share Product Roadmap and relevant releases with customers.
• Give customized demos of our products and features and train End Users (Marketers and Business Users).
• Conduct CDP Maturity Assessments for customers leveraging internal maturity models.
• Run Use Case Workshops and guide customers in prioritizing projects and milestones.
• Help prioritize output from Maturity Assessments and Use Case Workshops to ensure continuous roadmap development.
• Track customer requests and projects and update statuses in the appropriate tool.
• Create Ops and Support cases and follow-up to ensure timely delivery and closure of all cases.
• KPIs: Revenue Retention; Hold regular meetings with customers; report on Customer Healthscores in Gainsight; create and deliver Strategic Business Reviews; ensure our Execs are connecting with Customer Execs; and document Verified Outcomes.
• Constantly ideate ways to make your champion/sponsor be a hero to their management and larger organization.
• Create bespoke reports on value generation for senior stakeholders.
• Identify and unblock strategic paths to success.
• Align with and challenge our partners to advance our customers in their data maturity.
• Establish yourself as the person customers look to for guidance in how to be successful.

Required Qualifications:

• 8+ years of relevant work experience.
• 3+ years supporting a CDP.
• Written and verbal communication skills. 
• Technical acumen.
• Business and strategic curiosity.
• Active listening and ability to pivot mid-meeting in order to truly engage with expressed priorities.
• Willingness and ability to self-educate (ie ability to identify gaps in knowledge and fill them independently).
• Demonstrated history of strong NPS/CSAT scores.
• Ability to work with cross-functional teams, particularly supporting Partner Experience; Marketing; and Product.
• Exposure to LLMs, Looker, and Gainsight is a plus.
• Business fluency in Spanish and/or Portuguese a plus.
• Experience in Marketing Ops a plus.
• Experience in Business Intelligence and Data Analytics is a plus.

Physical Requirements: 

Working out of the New York, NY office according to our “Global Hybrid Working Policy.”

Travel Requirements: 

Less than 30%

Perks and Benefits (US): 

Our benefit package showcases our culture of care and empathy with  

• Comprehensive medical, dental, vision plans and Employee Assistance Program (EAP) 
• Competitive compensation packages 
• Company paid life insurance 3x salary 
• Company paid short- and long-term disability coverage 
• Retirement planning (401K) with 4% company match 
• Restricted Stock Units (RSU)
• Flexible Time Off (FTO)
• Up to 26 weeks paid parental leave  

About Treasure Data:

Through unique capabilities such as the Diamond Record, AI Agent Foundry, and AI Decisioning with Real-Time Personalization, Treasure Data enables marketing and CX teams to personalize cross-channel engagement in real-time, optimize marketing spend while increasing ROI, and drive customer lifetime value through more intelligent retention and loyalty.

Our Dedication to You: 

We value and promote diversity, equity, inclusion, and belonging in all aspects of our business and at all levels. Success comes from acknowledging, welcoming, and incorporating diverse perspectives. 

Diverse representation alone is not the desired outcome. We also strive to create an inclusive culture that encourages growth, ownership of your role, and achieving innovation in new and unique ways. Your voice will be heard, and we will help amplify it. 

Agencies and Recruiters: 

We cannot consider your candidate(s) without a contract in place. Any resumes received without having an active agreement will be considered gratis referrals to us. Thank you for your understanding and cooperation!