Customer Success Manager

There is no hotter field than artificial intelligence, and DataRobot is at the forefront of the movement. 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.

What you will do:

  • 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.

What you’ll bring:

  • 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 own workload, work efficiently, and meet deadlines.
  • Experience in Analytics or in technical disciplines is a plus.

In your first 30 days you will:

  • Attend comprehensive DataRobot organization and technical training through DataRobot University.
  • Be paired with  a mentor
  • Have regular 1:1s with your manager, and get to know your cross-functional teammates in data science, engineering, support, sales, and product.
  • Work side-by-side with fellow Customer Success Managersto learn about our customers and structuring your workday for success.
  • Experience in-depth training on our Success program, product, and client engagements.
  • Acquire a portfolio of accounts to start getting your hands dirty –  delivering success!

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.

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