Senior Customer Success Manager

Posit PBC is a company that creates software to help individuals understand data and make informed decisions. They are seeking a Senior Customer Success Manager to ensure customers realize the full value of their data science solutions, focusing on driving adoption, building partnerships, and identifying opportunities for value expansion.

Responsibilities:

• Drive Adoption & Value Realization: Own the customer journey end-to-end — from onboarding through renewal and expansion. Develop and execute strategies to maximize utilization of Posit's products, including on-premise deployments, ensuring measurable business outcomes are achieved at each stage of the lifecycle
• Be a Strategic Partner: Understand each customer's business and data science goals, proactively build plans to help drive toward those goals, and bring best practice guidance and tailored recommendations for how they can advance their journey with Posit
• Build Strong Relationships: Develop trusted relationships with end users and executive stakeholders across each account. Engage across business and IT functions — from data scientists and analysts to IT architects and leadership — tailoring your communication to each audience
• Partner with Account Management: Collaborate closely with Account Management to develop and execute long-term account strategies, aligning on goals for customer success, retention, and expansion. Surface and hand off expansion opportunities with supporting context and recommendations
• Manage Risk Proactively: Anticipate risks early, develop mitigation plans, and escalate critical issues through the appropriate internal channels. Communicate with customers proactively about potential risks before they become problems
• Be the Voice of the Customer Internally: Surface customer pain points, patterns, and feedback to Product, Engineering, Sales Engineering, and Support. Contribute to building referenceable customers and advocacy opportunities
• Maintain Accurate Account Documentation: Keep Salesforce, Success Plans, and relevant Slack channels up to date so all internal stakeholders have visibility into account health, risk flags, and engagement status

Requirements:

• Experience in Customer Success, Professional Services, or Strategic Account Management roles supporting enterprise clients, preferably in highly regulated industries, with experience in technically complex SaaS and on-premise solutions
• Proven track record of proactively guiding enterprise customers toward business success, especially through periods of friction and complexity
• Strong business acumen and passion for showing how advanced analytics and BI tools can be leveraged to make data-driven decisions and drive greater growth
• Excellent relationships, building stakeholder management, and consultative skills, with the ability to build customer trust
• Experience collaborating strategically with Sales and Account Management teams to achieve shared goals
• Proactive and results-oriented approach with a strong focus on customer success, with an aptitude for understanding and navigating business and technical complexities
• Strategic thinking and tactical execution abilities; strong account management and organizational skills, with the ability to manage complex engagements
• Clear and confident communication is essential, especially when leading customers through complex decisions and explaining concepts
• Experience with CRM tools (Salesforce preferred) and other relevant productivity software
• Familiarity with Posit's product suite (e.g., Posit Workbench, Connect, and Package Manager) is a plus
• Familiarity with open-source packages in R and Python for data engineering, data visualization, and data science is a plus
• A high level of understanding of the role of cloud platforms (AWS, Azure, GCP) is a plus, but a strong understanding of on-premise environments is critical
• Knowledge of Databricks and/or Snowflake is a plus
• Understanding of the core ideas/requirements for enterprise security and compliance is a plus