Customer Success Manager

Job Description:

DataRobot is the leader in Value-Driven AI, a unique and collaborative approach to generative and predictive AI that combines an open platform, deep expertise and broad use-case experience to improve how organizations run, grow and optimize their business. The DataRobot AI Platform is the only complete AI lifecycle platform that interoperates with an organization’s existing investments in data, applications and business processes, and can be deployed on prem or on any cloud environment. Global organizations, including 40% of the Fortune 50, rely on DataRobot to drive greater impact and value from AI.

The DataRobot team is at the leading edge of helping businesses achieve their AI objectives and realize incredible business impact through the successful use of the DataRobot Platform. The Customer Success Manager is a polished communicator, technically astute, with outstanding project management and organization skills. Working with a portfolio of customers, you will guide the entire customer journey from onboarding to mastery and expansion. You will lead customer-facing interactions, and engage with other resources across DataRobot, such as customer-facing data scientists, field engineers, support, and our subject matter expert to remove obstacles and accelerate the client’s path to renewal and expansion. The objective of the role is to help customers implement mission-critical AI systems, and realize business value through their investment in DataRobot. Your success will be measured by product adoption as measured by client usage, retention, expansion, and revenue. DataRobot wants to transform every business into an AI Driven Enterprise, and the Customer Success Manager is the pivotal role in that mission.

Key Responsibilities:

• Serve as the primary point of contact for your portfolio of existing customers.

• Understand the customer’s business and desired outcomes to achieve success that secures long-term renewals.

• Build strong relationships with economic buyers, business champions, and technical champions.

• Manage delivery of the customer’s initial onboarding program.

• Maintain a regular communication cadence with the client, including quarterly business reviews.

• Drive customers to expand adoption of the platform for net new projects

• Communicate effectively internally and externally.

• Collaborate closely with team members to support customer accounts

• Develop a comprehensive understanding of customer health and status through regular customer dialogue and by monitoring health and adoption metrics.

• Document updates on customer health and progress toward customer milestones in Salesforce and other internal systems.
   

Knowledge, Skills & Abilities:

• BA/BS required, preferably in a technical field.

• 2-4+ years in a customer success, account management, or project management role preferably in a product-driven environment.

• Strong organizational and project management capabilities.

• Excellent communication and presentation skills with keen attention to detail.

• Strong orientation towards teaching and enablement.

• Data-driven, analytically oriented, with a commitment to process improvement.

• Reliable and accountable, delighting customers with above-and-beyond follow-through.

• Proactive, taking the initiative to get things done on behalf of clients.

• Ability to manage your own workload, work efficiently, and meet deadlines.

• Experience in Analytics or in technical disciplines is a plus.

The talent and dedication of our employees are at the core of DataRobot’s journey to be an iconic company. We strive to attract and retain the best talent by providing competitive pay and benefits with our employees’ well-being at the core. Here’s what your benefits package may include depending on your location and local legal requirements: Medical, Dental & Vision Insurance, Flexible Time Off Program, Paid Holidays, Paid Parental Leave, Global Employee Assistance Program (EAP) and more!

DataRobot Operating Principles:

• Wow Our Customers
• Set High Standards
• Be Better Than Yesterday
• Be Rigorous
• Assume Positive Intent
• Have the Tough Conversations
• Be Better Together
• Debate, Decide, Commit
• Deliver Results
• Overcommunicate

Research shows that many women only apply to jobs when they meet 100% of the qualifications while many men apply to jobs when they meet 60%. At DataRobot we encourage ALL candidates, especially women, people of color, LGBTQ+ identifying people, differently abled, and other people from marginalized groups to apply to our jobs, even if you do not check every box. We’d love to have a conversation with you and see if you might be a great fit.

DataRobot is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. DataRobot is committed to working with and providing reasonable accommodations to applicants with physical and mental disabilities. Please see the United States Department of Labor’s EEO poster and EEO poster supplement for additional information.

All applicant data submitted is handled in accordance with our Applicant Privacy Policy.