Senior Customer Success Manager

About DataCamp

DataCamp's mission is to empower everyone with the data and AI skills essential for 21st-century success. By providing practical, engaging learning experiences, DataCamp equips learners and organizations of all sizes to harness the power of data and AI. As a trusted partner to over 17 million learners and 6,000+ companies, including 80% of the Fortune 1000, DataCamp is leading the charge in addressing the critical data and AI skills shortage.

About the Role:

You are responsible for increasing data and AI readiness at enterprise organisations through the power of DataCamp.  Your role is to understand data and AI upskilling opportunities and gaps in business lines, People and Learning and Development departments, and data and AI functions and to increase data capabilities of all skill levels across the organisation.  You will need to call on a skill set that 1) drives retention and growth of DataCamp within the organisation and 2) brings an understanding of the data and AI landscape, vendors, concepts, and strategic application.  Success in this role is dependent on your ability to understand the diverse subject matter and features of the DataCamp for Business platform and your ability to coach clients on how to best leverage and tailor these offerings to help them in their data and AI transformation.

About you:

At DataCamp, we seek individuals who embody our core values of data-driven action, transparency, ownership, and customer focus.  We are seeking individuals that thrive in a fast-paced, high-performing sales organisation and are driven by a passion for democratising adoption of data & AI. Your entrepreneurial and collaborative spirit pushes you beyond just meeting/exceeding retention and expansion targets.  You aim to understand the strategic imperatives at DataCamp’s clients and strive to be a thought partner in transforming their data & AI readiness. You are a collaborative team player who is equally happy to work internally with sales, product, support, marketing as you are happy to roll up your sleeves and strategize with clients.  You subscribe to the belief that people, process, technology, and data are all key ingredients to digitally transforming a business and you are energised by helping our clients up-level their data readiness at scale. If this sounds like you, we encourage you to apply!

Responsibilities:

• Manage the customer lifecycle from onboarding to renewal for DataCamp’s most strategic, top-tier B2B clients
• Build proactive success plans and goals with and for the customer to help them meet and exceed data & AI transformation and upskilling goals
• Collaborate closely with counterparts in sales (AEs, Learning Solution Architects, Partnership program, services) to maintain and grow product adoption and relationships 
• Strategize on and help launch learning initiatives (eg competitions, custom tracks or content, learning leaderboard sprints, value capture sessions) to promote access and outcomes for thousands of learners
• Capture and promote business value created from DataCamp use
• Work with product and marketing to ensure the voice of our customer is being heard and considered for our product and content roadmap
• Elevate conversations both up and across the client org to evangelise DataCamp and drive meaningful adoption that grows business outcomes for a client
• Demonstrate deep understanding of the subject matter and  the value of DataCamp's various products and use this to ensure renewal, upsell, and cross-sell

Qualifications:

• 5+ years of industry experience in relevant fields and domains (e.g. consulting, customer success, pre sales, account management, support), with a commitment to building a long-term career in the go-to-market space. At least 2-3 years in the consulting or customer success domains is of top focus
• Experience and proficiency in big data and advanced analytics technology, topics, trends, and an appreciation for the current vendor landscape. Motivation to stay on top of trends and technology and ability to speak to these confidently
• Demonstrable track record of meeting/exceeding GRR and NRR targets (or equivalent metrics), and balancing priorities and playbooks in a portfolio of customer accounts
• Bringing a “Teach to fish” not “give a fish” mentality to enabling our client counterparts and helping them champion datacamp adoption across the organisation
• Creating and nurturing champions and value stories to underscore the impact of DataCamp across the enterprise
• Experience in Salesforce, identifying and documenting risk/growth opportunities, collaborating with sales, and creating renewal quotes and POs
• Willingness to experiment with new Customer Success playbooks, workshops, or motions to get the client true value out of DataCamp and to build long-term stickiness of the product

Why Datacamp? 

Joining DataCamp means becoming part of a dynamic, creative, and international start-up. Here are just a few of the reasons why you’ll love being on our team:

• Exciting challenges: Face new technical challenges daily, keeping your work engaging and rewarding.
• Competitive compensation: We offer a competitive salary with attractive benefits.
• Flexibility: Benefit from flexible working hours because the future is flexible! 
• Continuous learning: Access a yearly learning budget for conferences & training to support your professional growth.
• Global retreats: Participate in international company retreats, fostering a global team spirit.
• Equipment: Yearly refreshment of your IT Equipment budget for your home working setup.

Amazing team: Collaborate with a truly exceptional team—seriously, we’re awesome!