At Dataiku, we're not just adapting to the AI revolution, we're leading it. Since our beginning in Paris in 2013, we've been pioneering the future of AI with a platform that makes data actionable and accessible. With over 1,000 teammates across 25 countries and backed by a renowned set of investors, we're the architects of Everyday AI, enabling data experts and domain experts to work together to build AI into their daily operations, from advanced analytics to Generative AI.
The Customer Success team at Dataiku is focused on accelerating adoption and business outcomes by guiding customers on their fastest path to value with Dataiku. By leveraging deeply consultative skills and strong product knowledge, Customer Success Managers work with customers throughout their journey to understand their desired business outcomes, empower them to maximize the value of their existing Dataiku use cases, and optimize for growth into new user groups and use cases. Ultimately, CS ensures customers continuously see the value and return from their Dataiku investment.
Customer Success Managers play an integral role in our business, also serving as the ultimate liaisons between customers and internal teams, including Sales, Services, Product Management, and Marketing.
Key Areas of Responsibility (What You’ll Do)
Work with customers across our Retail & Growth sub-regions (especially for Italian accounts)
Own a portfolio of assigned accounts that may vary in market size, industry, and complexity, with a focus on ensuring successful onboarding onto Dataiku, increasing adoption, ensuring retention, growth, and overall customer satisfaction
Align closely with key customer stakeholders to ensure that the vision, implementation plan, and desired business outcomes established pre-sales are supported by clear objectives, action items, owners, and sponsors
Have a strong command of Dataiku’s unique value proposition, the business value our key solutions drive, our approach to operationalizing Everyday AI, and common use cases and best practices. Be able to effectively leverage the above to guide customers on their journey with Dataiku
Keen ability to develop a deep understanding of a customer's business, use cases, and outcomes in order to guide them to achieve these via Dataiku's product and services
Continuously advise customers on how to leverage Dataiku to implement data science projects from design to production
Monitor customers’ achievement of desired outcomes and value, consistently and effectively telling the story of these both to internal stakeholders and externally to key customer stakeholders
Establish regular touch-points with assigned customers per established best practices, to review progress against strategic business and technical product objectives
Leverage Customer Adoption & Health analytics to identify potential risks or opportunities for expansion, with a focus on translating this data into actionable advice
Effectively prioritize and orchestrate resolution of customer requests or issues
Develop trusted and collaborative relationships with internal stakeholders and business partners, including Sales, Sales Engineering, Services, Support, Partnerships, Product, and Marketing, among others
Champion customers internally to mitigate risk, improve customer experience, drive value outcomes, and unlock growth
Stay current on Dataiku’s products, competitive landscape, & data science trends
Embrace and contribute to Customer Success team methodologies
Experience (What We’re Looking For)
Minimum seven (7) years of professional experience in customer success, technical account management, or client relationship management roles with a demonstrated history of increasing adoption, retention, and customer satisfaction
Experience managing a fast-growing book of accounts, with account sizes ranging from ~$200k to multi-million ARR across the Forbes Global 2000 and beyond
Experience with KPIs such as Gross Dollar Retention, Net Dollar Retention, Renewal Rate, Logo Retention Rate, NPS, and CSAT
Experience working collaboratively across Professional Services and Partner motions
Track record of successfully navigating ambiguity, building consensus, fostering accountability, and working with urgency to deliver customer outcomes
Strong written and oral presentation skills, with the ability to effectively engage both business and technical stakeholders (from Analyst to C-level)
Confidence in serving multiple customer stakeholders and working to build communities of champions/advocates across large organizations
An understanding of core data science concepts and the ability to translate business use cases into data science solutions
Project management and storytelling skills
Strong technical, analytic, and problem-solving skills
You may be a good fit for this role if you:
You speak Italian (fluent, professional competency or native language)
Have a never-ending intellectual curiosity, are detailed oriented, and analytical
Have experience in hyper-growth, product-based technology companies
Are passionate about technology, the data and analytics space, and enjoy learning new solutions, features/functionalities and translating these into solutions that drive business value for customers
Understand the importance of being a self-motivated team player
Show an appreciation for nuance and a desire to build consensus in a diverse and multicultural environment
