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Customer Success Manager

On-site Full-time

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Experience Level

Experience

Qualifications

To be successful in this role, you should have a strong background in customer success or account management, preferably within a technology or SaaS environment. Excellent communication skills, both written and verbal, are essential. You should possess a passion for helping customers achieve their goals and be proficient in analyzing customer data to identify trends and risks.

About the job

As a Customer Success Manager, you're not merely overseeing accounts; you're cultivating enduring partnerships that thrive and evolve. We are seeking a skilled professional capable of managing an extensive portfolio of small to medium-sized business (SMB) clients globally, while also fostering growth with new enterprise clients across Europe.

This role emphasizes outcomes. You will lead the charge in onboarding success, customer retention, and identifying opportunities for expansion. If you are proactive, communicate effectively, and take full ownership of your responsibilities, you will excel in this position.

Our Team

Join GoodData's Customer Success team, a dedicated global group committed to ensuring our customers derive genuine value from our platform.

We collaborate closely with Professional Services, Sales Engineering, Product, Engineering, and Finance. Our team operates with a high degree of ownership, focusing on successful onboarding, preventing churn, and driving growth.

Your Responsibilities

Manage a diverse portfolio of SMB clients worldwide.

  • Serve as the primary point of contact from onboarding to long-term success.

  • Assist customers in understanding GoodData's capabilities and its impact on their business.

Facilitate onboarding and deliver early value.

  • Quickly engage with new customers post-handover to expedite their transition to production.

  • Guide customers through the onboarding process to ensure they quickly achieve value.

  • Proactively promote and organize available support channels, including community forums, support services, and workshops.

  • Comprehend the product's value proposition, use cases, and how it can aid customers.

Prevent churn and manage risks effectively.

  • Monitor customer usage, communication, and overall health.

  • Identify potential risks early and act proactively to address them.

  • Maintain consistent communication with your clients.

Keep customer management organized and transparent.

  • Document all activities and communications with customers.

  • Ensure accurate maintenance of customer data and metadata.

  • Provide regular updates and proactively flag potential risks.

  • Ensure consistent engagement with customers over time.

Drive growth and expansion opportunities.

  • Identify and develop new opportunities for customer growth.

About GoodData

GoodData is a leading analytics platform that empowers businesses to turn data into actionable insights. Our mission is to help organizations leverage their data for informed decision-making, driving success and growth.

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