Senior Customer Success Manager

At Imply, we are on a mission to help developers become the new heroes of analytics. Our unique database, built from Apache Druid, enables them to develop the next generation of analytics applications.  With Imply, developers can build without constraints as our database lets them create interactive data experiences on streaming and batch data with limitless scale and at the best economics.  

Backed by leading investors including a16z and Bessemer Venture Partners, Imply is on a fast growth trajectory - disrupting the $100B database market - with customers including Pepsi, Zillow, Splunk and more. Come join our team of disruptors, pioneers, and innovators!

Responsibilities

• Serve as the primary point of contact for a portfolio of accounts, driving customer satisfaction, fostering relationships, and ensuring overall account health.
• Lead end-to-end customer renewals by demonstrating value, identifying expansion opportunities, and aligning with customer success goals.
• Own customer relationship management, from onboarding and adoption to continued engagement, ensuring seamless transitions and sustained platform usage.
• Collaborate with internal teams (Customer Architects, Sales, and Support) to address customer needs and proactively resolve challenges.
• Partner with customers to identify measurable business outcomes and develop success roadmaps tailored to their objectives.
• Drive adoption by engaging multiple stakeholders across customer organizations, expanding institutional usage and visibility of the platform.
• Proactively identify and communicate customer feedback, influencing the product roadmap to address gaps and enhance satisfaction.
• Develop industry expertise in key verticals to better anticipate customer challenges and provide strategic insights.

Requirements

• Minimum 3+ years in Customer Success, Account Management, or a similar customer-facing role in the technology or SaaS industry.
• Strong business acumen with the ability to articulate how technology solutions deliver measurable value to customers.
• Proven ability to lead complex customer relationships, including renewals and growth discussions, with technical and business stakeholders.
• Exceptional communication and interpersonal skills to build trust and foster collaboration with diverse customer teams.
• Ability to identify and execute growth opportunities while driving adoption across customer organizations.
• Comfortable managing multiple accounts simultaneously, maintaining high attention to detail and prioritization.

Bonus Points

• Experience with cloud platforms (AWS, GCP, Azure), SaaS technologies, and data-driven solutions, enabling you to guide customers effectively.
• Familiarity with data analytics, visualization tools, or data-driven business strategies.
• Experience working with or alongside technical teams, bridging the gap between business outcomes and technical execution.
• Exposure to renewals-focused methodologies like MEDDIC or equivalent.
• Background in data architecture, engineering, or tools such as SQL, ETL platforms, or data modeling.

What we offer:

• Provident Fund - Employer will contribute Equivalent to your contribution to the Provident Fund
• Private Medical Insurance
• Group Life & Accident Insurance
• Paid Time Off
• Phone/Internet Allowance
• Home Office Equipment Reimbursement

Individual compensation will be determined based on the candidate's experience and qualifications aligned with Imply’s internal levelings guidelines and benchmarks. The below range encompasses roles with on target earnings. This role is also eligible to participate in Imply’s equity plan subject to the terms of the applicable plans and policies.

Don’t meet every single requirement? Studies have shown that certain minority groups are less likely to apply to jobs unless they meet every qualification. At Imply, we are dedicated to building a diverse, inclusive and authentic workplace. If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or for other roles in the future. 

Imply is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, gender identity or expression, marital status, national origin, disability, protected veteran status, race, religion, pregnancy, sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Please note, applications and candidate submissions are subject to our privacy policy and, for California residents, the CCPA terms available at https://imply.io/privacy.

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