Customer Success Architect

While candidates in the listed location(s) are encouraged for this role, candidates in other locations will be considered.

The mission of the User Engagement Manager is to drive long-term value and success for Databricks customers by orchestrating exceptional and scalable engagements throughout a customer's lifecycle. The User Engagement Manager reports into the User Engagement & Advocacy Team within the Customer Success organization.

The ideal candidate thinks holistically about a customer's experience. You will help to define the Self-Service segment experience as it relates to use cases and industries while coordinating scalable 1:many programs for all customers, including but not limited to emails, in-app messages, and webinars. The best fit is someone who is a gifted project manager who can influence cross-functional teams for collaborative execution, a masterful written communicator/editor to an extremely technical audience, and someone who is willing to jump into new programs to test and iterate based on data. This role partners closely with Marketing and Product Teams on programs, campaigns and content.

The impact you will have:

• Drive retention and growth in the Self-Service segment
• Manage cross-functional execution of onboarding success and post-onboarding expansion initiatives
• Ensure the success of the Self-Service customer base by analyzing data on what's working and what's needing improvement
• Act as project manager for the creation of new resources needed to scale and the maintenance and improvement of existing resources
• Assist in the development of new and ongoing customer campaigns that guide users from one stage of usage sophistication to the next
• Document processes and look for ways to improve efficiency
• Deliver a customer-first experience and always ensure that we are providing valuable engagements that lead a customer to be passionate advocates for Databricks

What we look for:

• Bachelor's degree in computer science, communications, marketing, business or related disciplines
• B2B work experience in project management, communications, customer success, product marketing, or related areas of focus
• Excellent project management, stakeholder management and interpersonal skills
• Ability to drive multiple projects across different teams simultaneously while maintaining great attention to detail and sensitivity to deadlines and priorities
• Strong written communication and editing skills
• Experience analyzing data to drive decisions
• Positive contributor to team and company culture
• Experience with the Databricks platform and/or technical aptitude, such as with SQL is helpful but not required

Benefits

• Comprehensive health coverage including medical, dental, and vision
• 401(k) Plan
• Equity awards
• Flexible time off
• Paid parental leave
• Family Planning
• Gym reimbursement
• Annual personal development fund
• Employee Assistance Program (EAP)
• Mental wellness resources

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