Senior Customer Success Manager

Anaconda, Inc. is focused on advancing AI with open source at scale. As a Senior Customer Success Manager, you will manage a portfolio of significant enterprise accounts, ensuring customer satisfaction and driving value from Anaconda's product suite.

Responsibilities:

• Own a portfolio of enterprise accounts ($6M+ book of business). Build deep relationships across complex organizations — from end users and technical buyers to C-suite and VP-level executives — well beyond the initial point of contact
• Arrive at every customer interaction with a prepared point of view. Draw on health scores, product usage data, and engagement signals to drive conversations forward and deliver clear value at each touchpoint. No filler meetings
• Maintain rigorous account documentation — success plans, stakeholder maps, risk flags, expansion signals, monthly account pulses, and agreed next steps — that reflects the true state of each account and sets the standard for the broader team
• Collaborate with Sales, Product, and Engineering to support customer goals, mitigate risk, and advocate internally for what customers actually need — not just what's easy to deliver
• Proactively research and identify new business units, personas, and decision-makers within your accounts. Craft targeted outreach to expand your stakeholder map and surface expansion opportunities — operating with the same rigor as a business development function when the situation calls for it
• Contribute to playbook development, CS engagement templates, and team best practices. Senior CSMs are expected to leave the function stronger than they found it
• Mentor and coach less experienced CSMs through deal reviews, account strategy sessions, and informal guidance — translating personal experience into repeatable, teachable approaches

Requirements:

• 6+ years of experience in customer success, account management, or a related field — with a demonstrated track record managing large enterprise accounts (10,000+ employees) and a $6M+ book of business with accountability for retention and growth outcomes
• Demonstrated ability to build and navigate relationships across complex organizations, including VP and C-suite stakeholders
• Proficiency with CS platforms, CRM tools, and health scoring methodologies to drive data-informed account management
• Prospecting and outreach acumen — able to research accounts, map key stakeholders, and build pipeline from within your book using tools, data, and creative outreach strategies
• Experience working with technical buyers — IT, engineering, security, or data science teams — and the ability to translate technical risk and product capability into clear business impact
• Exceptional verbal and written communication skills across all levels of an organization, including executive audiences
• Bachelor's degree or equivalent experience
• Experience in a high-growth or early-stage company where the playbook wasn't written yet — you've helped build structure from scratch, operated without hand-holding, and stayed effective when priorities shifted underneath you
• Familiarity with open-source ecosystems, software package management, dependency management, or supply chain security — and the ability to speak credibly to technical buyers about license compliance exposure and vulnerability workflows
• Experience engaging Director-level and above IT, Engineering, and Data Science stakeholders on topics like Anaconda's Package Security Manager, Anaconda Core, or enterprise deployment options
• A history of contributing to team infrastructure — playbooks, engagement templates, peer coaching, or process improvements that raised overall team performance
• Experience in a high-growth, open-source, or data science-oriented company where customer needs evolve quickly and the product is still maturing
• You embody our values — Curious by Default, Build Together, Own It, and Lead with Guts and Heart — and our behaviors: Clarity, Care, and Candor
• You care deeply about building environments where people of all backgrounds can do their best work