Customer Success Manager

The Data Customer Success Manager is a product and data expert who possesses a strategic mind and is customer-success oriented. They specialize in supporting customers with Data Management and API solutions post-implementation to help monitor the use and health of deployments, address data quality concerns, and advocate for solutions to address product/data gaps to increase customer satisfaction and retention.

Critical to success is a passion for urgency and prompt resolution of customer issues, ensuring customers quickly realize maximum value from Demandbase solutions. The Data CSM must build strong relationships with clients and become a trusted advisor. The Data CSM must possess a strong understanding of CRM and data management workflows and be technical, proactive, and solution-oriented.

What you’ll be doing:

• Works with Data Cloud customers post-implementation to drive satisfaction and retention
• Delivers best practice recommendations to help customers derive maximum value 
• Completes analytical audits for all assigned customers
• Manages and maintains utilization monitoring dashboards to report on match rates and fill rates to advise customers on how to optimize product configurations
• Alerts account team of trends and red flags related to product configuration and utilization
• Identify gaps and apply best practice recommendations to improve Match and Fill rates
• Conducts review calls to showcase value, assess sentiment, and provide recommendations
• Advocates for product enhancements that will benefit our data management customers 
• Acts as liaison between support, engineering, and account teams for case escalations & bugs
• Works closely with other internal teams when customers require solutions that go beyond what the products can deliver “out of the box”
• Working US hours; night time IST hours

What we’re looking for:

• 3+ years of relevant work experience in Customer Success or related field
• SaaS customer-facing experience 
• Proven experience in managing technical, and intangible project implementations
• Experience helping customers identify gaps in business processes and workflow
• Proven success aligning successful solutions, as well as gathering and demonstrating ROI data 
• Ability to coordinate internal teams and resources
• Experience working with the Operations, IT, and Data Science persona
• Data-driven, analytical mindset
• Strong technical knowledge of software solutions and APIs
• Deep understanding of CRM and data management workflows
• Proactive problem solver and innovative thinker

Our Commitment to Diversity, Equity, and Inclusion at Demandbase
At Demandbase, we believe in creating a workplace culture that values and celebrates diversity in all its forms. We recognize that everyone brings unique experiences, perspectives, and identities to the table, and we are committed to building a community where everyone feels valued, respected, and supported. Discrimination of any kind is not tolerated, and we strive to ensure that every individual has an equal opportunity to succeed and grow, regardless of their gender identity, sexual orientation, disability, race, ethnicity, background, marital status, genetic information, education level, veteran status, national origin, or any other protected status. We do not automatically disqualify applicants with criminal records and will consider each applicant on a case-by-case basis.
We recognize that not all candidates will have every skill or qualification listed in this job description. If you feel you have the level of experience to be successful in the role, we encourage you to apply!
We acknowledge that true diversity and inclusion require ongoing effort, and we are committed to doing the work required to make our workplace a safe and equitable space for all. Join us in building a community where we can learn from each other, celebrate our differences, and work together.
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