Do you want to develop Cognite’s customer relationship with some of the largest heavy-asset industrial companies in the world?

Cognite is leading the charge in the Fourth Industrial Revolution, helping our partners make the data they already have do more. For the fourth year in a row, Cognite is undergoing rapid growth. 

One of the teams seeing the most transformation is our Customer Success team, which partners with our most strategic customers to build relationships, learn about their businesses, and drive value based on our customers’ desired outcomes. We’re looking for new team members to join our team as a Customer Success Director (CSD).

The Customer Success Director is responsible for helping our new customers realize the value of our products, including the execution of their customer success plan, the achievement of their business goals, and the adoption of our product to drive greater ROI and satisfaction.

As a CSD, you will nurture long-term relationships with your portfolio of assigned customers; connect with key business executives and IT stakeholders; and develop a deep understanding of their business requirements, goals, and how they are using Cognite to meet their needs. Your primary goal will be to ensure that Cognite customers achieve their desired outcomes.

This role reports to the VP of Customer Success and will work closely with Sales and Account Management teams in cross-functional pods aligned around a specific industry.

What You'll Do

• Responsible for managing the relationship with Cognite customers
• Developing a trusted advisor relationship with key stakeholders and executive sponsors
• Ensuring all Cognite activities are closely aligned with the customer's business case and business strategy, allowing them to realize the full potential of Cognite’s products
• Negotiating and securing renewals for your assigned accountsIncreasing and maintaining Customer Satisfaction (CSAT) and Net Promoter Scores(NPS)
• Nurturing partners into Cognite’s customer reference programDeveloping customer success plans, charting a path to the customer’s desired outcome with Cognite software, leveraging a comprehensive understanding of Cognite's products, identifying expansion opportunities for account managers to close
• Communicating the product roadmap to customers and ensuring it meets the customer’s needs
• Serving as the “voice of the customer to both product management and customer community managementEnsuring customer engagement with newsletters, webinars, and events
• Identifying and assessing renewal risks for customers’ license subscriptions and collaborate with internal teams to ameliorate and
• Assisting with high severity requests or issue escalations as needed

Who You Are

• Bachelor’s degree in a relevant subject or work experience for the role
• 5+ years of experience leading customer engagements as a customer success manager or related role
• A rich understanding of customer success methodologies and practices including (but not limited to) segmentation, customer journey, and customer health scoring 
• Commercial experience in renewals and/or upselling 
• Confidence when running executive business reviews and engaging with C-level sponsors
• Strong writing, presentation, and communication skills, including the ability to chair meetings or host webinars
• Experience with data contextualization technology and software as a service (SaaS)
• Knowledge of the heavy asset industry, such as oil and gas, power and utilities, or manufacturing
• A proven track record turning red accounts green around through a white-glove approach and partnership with customer stakeholders
• Experience working at a high-growth start-up organization
• Familiarity with Salesforce
• Demonstrated experience in engaging with teams across corporate functions
• A self-sufficient character able to meet deadlines, and manage changing priorities;
• An ability to thrive with limited structure
• A results-oriented individual who thrives working in a fast-paced environment and maintains a calm approach when operating under pressure
• Speak a language other than English with business fluency a plus

What Makes Us Great

• An opportunity to make an impact on the industrial future and be part of disruptive and groundbreaking global projects
• High level of autonomy, ability to influence decisions and to learn from mistakes
• Work along side a driven, engaging team with in-depth software expertise and industry experience
• Opportunity to join Together@Cognite for social, community, and diversity initiatives
• Focus on agility and speed, openness, togetherness, impact, and obligation to speak up
• Join a team that truly lives their values and brings their whole selves to Cognite --> watch some of our Cognite Voices Katrine Tjølsen, Petter Reistad.

Benefits & Perks

• Competitive Compensation + 401(k) with employer matching
• Health, Dental, Vision & Disability Coverages with premiums fully covered for employees and all dependents
• Unlimited PTO + flexibility to enjoy it
• Paid Parental Leave Program
• Learning & Development Stipends
• Global Mobility & Exchange Program
• Company Paid Friday Lunch via DoorDash + Fully Stocked Fridges in the offices

Cognite is a global industrial SaaS company that was established with one clear vision: to rapidly empower industrial companies with contextualized, trustworthy, and accessible data to help drive the full-scale digital transformation of asset-heavy industries around the world. Our core Industrial DataOps platform, Cognite Data Fusion™, enables industrial data and domain users to collaborate quickly and safely to develop, operationalize, and scale industrial AI solutions and applications to deliver both profitability and sustainability. Visit us at www.cognite.com and follow us on Twitter @CogniteData or LinkedIn: https://www.linkedin.com/company/cognitedata

Equal Opportunity

Cognite is committed to creating a diverse and inclusive environment at work and is proud to be an equal opportunity employer. All qualified applicants will receive the same level of consideration for employment; everyone we hire will receive the same level of consideration for training, compensation, and promotion. 

We ask for gender as part of our application because we want to ensure equal assessment in the recruitment process. Your answer will help us reach this commitment! However, the question about gender is optional and your choice not to answer will not affect the assessment of your application in any way.