Customer Success Manager, Public Sector

Posit (formally RStudio) creates great software that helps people understand data and make better decisions in real-world applications. Our core offering is an open-source data science toolchain, and we aim to make it available to everyone, regardless of their economic means. Our customers are leading-edge innovators in analytics, machine learning, big data, and similar domains and generally work in R and Python.

The Opportunity

In the Customer Success Public Sector team you'll solve problems to enable data science teams to use our professional products. You will drive retention and increase adoption of our products by deeply understanding and responding to the specific needs of these customers. 

Here are some of the ways you will support our customers:

• Educating users and decision-makers on Posit products
• Communicating regularly with customers about their adoption trends, sentiment, and opportunities for deeper engagement
• Managing renewal process that often includes quoting multiple resellers
• Partnering with sales for account expansions
• Representing the voice of the customer to inform our sales process and product roadmap
• Marshaling resources across the Posit organization as needed to escalate customer issues, support customers’ needs, and to foster adoption
• Partnering with our Solutions Engineering team to ensure a successful roll-out of Posit’s professional products at customers
• Finally, because of Posit’s position within the R community, you’ll contribute to, and be a champion of R, open-source data science, and our wider community of users worldwide

A bit about you:

• You have previous experience in a similar role and have managed accounts or been on the clients end of public and government entities
• You can Identify opportunities that benefit the customer
• You are familiar with tools such as Salesforce, for tracking account progress. (Other tools that would be beneficial are the Google Suite, Outreach, Scratchpad, and Confluence)
• You are interested in a non-traditional data-science oriented role involving R and Posit’s professional products
• You are internally driven by curiosity and continuous learning. You have proven that you can be entrusted with big decisions, and you strive to bring thoughtfulness and empathy to all of your work
• You are humble and collaborate well with other people. You thrive in team settings and exhibit excellent communication and interpersonal skills
• You’re effective in a variety of communication settings: one-on-one, small and large groups, or among diverse styles and position levels
• Planning and prioritizing work to meet commitments aligned with organizational goals
• You have a track record of exceeding goals successfully
• You have an awareness of the latest trends in the broader data science field and may have experience in other analytic software (such as Python, MATLAB, SAS, or SPSS)

Within 1 month, you will…

• Complete your orientation and onboarding week
• Have a good understanding of the existing CS playbooks and processes
• Learn about our software and skills necessary to set you up for success
• Meet with other team members and stakeholders in Sales, Solution Engineering and Technical Support to understand the customer lifecycle
• Listen and learn from shadowing calls of other CSMs

Within 3 months, you will…

• Begin working directly with a portfolio of customers to ensure they are maximizing their use of the Posit solutions and realizing value
• Meet regularly with your peers, manager, and prospective customers to become an expert on the value of our products, talk track and the Posit customer experience
• Work closely with the Sales team to identify opportunities for expansion
• Become an expert with our internal tools and processes

Within 6 months, you will…

• Execute the CS playbook to deliver success to customers, facilitate on-time renewals, and identify growth opportunities within your team’s book of business
• Meet or exceed your retention and growth targets in coordination with the CS and Sales team
• Navigate and execute most aspects of your role independently (though help is always available)

Within 12 months, you will…

• Be seen as a trusted business-advisor and Posit expert, making a significant impact on the Customer Success team
• Be considered a top-performing CSM on the team by consistently exceeding your goals.
• Set an example for new CSMs, and assist in training, onboarding and motivating new team members