About Monte Carlo
As businesses increasingly rely on data to power digital products and drive better decision-making, it’s mission-critical that this data is accurate and reliable. Monte Carlo, the data reliability company, is the creator of the industry's first end-to-end Data Observability platform. Named an Inc. Best Workplace for 2024, a DBTA Readers Choice for Best Data Observability Solution for 2024, a G2 Best Product for 2023, and the "New Relic for data" by Forbes, we've raised $236M from Accel, ICONIQ Growth, GGV Capital, Redpoint Ventures, IVP, and Salesforce Ventures. Monte Carlo works with data-driven companies like Fox, Pepsico, Amazon, American Airlines, and other leading enterprises to help them achieve trust in data.
About the role:
Monte Carlo is growing its Customer Success team. We're looking for a collaborative, passionate, and results-driven Customer Success Manager to join and build Monte Carlo’s Commercial CS motion. As a Commercial Customer Success Manager, you'll be responsible for designing and driving the process, engagement, and enablement of customer success at scale to drive value and results within our long-tail portfolio accounts.
Monte Carlo believes deeply in Customer Success. Our CEO and co-founder, Barr Moses, was VP of Customer Operations at Gainsight, the Customer Success company. Our first company value is Customer Impact.
Here’s what you’ll be doing:
Lead and manage the entire client journey from onboarding to adoption, value realization and renewal.
Plan and deliver value-based business reviews with client executives
Leverage your Monte Carlo product expertise to prescribe best practices to grow adoption and enhance the value driven from Monte Carlo.
Identify and develop relationships with client executives that include VPs, C-suite officers, founders, and CEOs
Regularly monitor account health and adoption to find opportunities to help customers acquire maximum value from Monte Carlo.
Define and execute a scalable strategy for driving adoption, technical success, and growth across the long-tail customer base
Define and execute intervention activities for common customer challenges or opportunities
Partner with Sales to identify risks and opportunities within all accounts and expand our revenue in accounts through cross-sell/up-sell
Partner closely with Product/Eng to share the voice of the customer / provide feedback on the product roadmap, as well as relay product information back to our customers
We’re excited about you because you have:
2+ years of B2B SaaS customer success experience working with accounts of various sizes. Experience with larger books (50+ accounts) is preferred.
Strong empathy for customers -and- passion for growth
Analytical and process-oriented mindset
Self-driven initiative to success in a startup environment where things can change quickly from day to day, including priorities and goals
Track record of driving positive customer success outcomes: retention, expansion, churn reduction, client advocacy, and account lifetime value
Technical aptitude and ability to acquire knowledge of new products and constructively engage with product leadership to help shape the product roadmap
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Come As You Are
Equality is a core tenet of Monte Carlo's culture. We are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, and experiences.
Monte Carlo is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
We are proud to be recognized for our world-class employee experience:
Monte Carlo Named to American's Most Loved Workplace List 2024
Monte Carlo Named an Inc. Best Workplace for 2024
Monte Carlo Named A Top 20 ORG For Venture Capital Funded Companies, Spring 2024
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