Drive product adoption across complex enterprise accounts, establishing procedures that become CSM best practices
Lead strategic business reviews and maintain comprehensive success plans tracking goals, action items, and ROI
Conduct CDP Maturity Assessments and run Use Case Workshops to prioritize customer roadmaps
Document verified outcomes and build customer advocacy programs
Create bespoke value reports for senior stakeholders
Provide strategic advice to customers on how to leverage Treasure Data to realize value
Own day-to-day customer relationships as primary escalation path and trusted advisor
Track usage patterns and health scores in Gainsight to proactively identify risks and opportunities
Identify upsell opportunities and provide input on churn forecasting and renewal strategies
Serve as voice of customer internally, ensuring customer needs are understood and respected
Establish CSM procedures and frameworks adopted across the organization
Mentor junior CSMs and share knowledge/resources across the team
Continuously educate yourself on martech, data, AI, and platform evolution.

8+ years relevant work experience
3+ years supporting a CDP or similar platform
Strong understanding of Marketing Technology Solutions
Demonstrated history of strong customer satisfaction scores
Excellence in written and verbal communication
Technical acumen with business and strategic curiosity
Active listening with ability to pivot based on customer priorities
Self-directed learner who identifies and fills knowledge gaps independently
Strong cross-functional collaboration, particularly with Partners, Marketing, and Product.

Competitive compensation packages
Salary Sacrifice pension plan with 7% employer match
Supplemental medical and dental cover offered & 5X annual salary for life cover provided
Restricted Stock Units (RSU)
Up to 26 weeks paid parental leave including a post-partum night nurse
Comprehensive support and access to care for everyone, everywhere through Carrot
our global reproductive health and family-building benefit.

Senior Customer Success Manager

Key skills