Customer Success Manager

Datassential is hiring a Customer Success Manager to own a portfolio of strategic and mid-market customers throughout the customer lifecycle. The role focuses on driving product adoption and customer value, monitoring account health and risks, supporting expansion, resolving customer issues cross-functionally, and improving scalable customer success processes.

Responsibilities:

• Manage a portfolio of strategic and mid-market customers throughout the customer lifecycle (focused on adoption and supporting onboarding, renewals, and expansion)
• Serve as an internal advocate, primary point of contact and trusted advisor for assigned accounts
• Drive product adoption and value realization through regular check-ins, success planning, and data-driven insights
• Deliver product education, best practices, and strategic guidance tailored to customer goals
• Create weekly reviews and monitor customer health metrics. Proactively address risks before they escalate
• Collaborate with Product, Support, and Sales teams to advocate for customer needs and resolve issues
• Track and document customer interactions, success metrics, and outcomes in Customer Success tools
• Contribute to process improvements and scalable customer success initiatives
• Identify upsell or expansion opportunities in partnership with Account Managers

Requirements:

• Strong customer lifecycle management experience with B2B/strategic and mid-market accounts, acting as a trusted advisor and primary point of contact
• Highly data-driven, using health metrics and usage insights to guide decisions and prioritize actions
• Organized and structured in building success plans, account reviews, and maintaining clear documentation
• Effective cross-functional collaborator with Product, Support, and Sales, advocating clearly for customer needs
• Excellent communicator who can deliver product education, best practices, and strategic guidance
• Comfortable working in customer success tools to track activity, health, and outcomes
• Process-improvement mindset focused on building scalable, repeatable customer success programs
• Strong commercial acumen with the ability to identify upsell and expansion opportunities in partnership with your Account Manager
• 5+ years of experience in Customer Success or Account Management
• Deep food and beverage industry knowledge combined with market research, insights, or data analytics background
• Strong organization, timely communication, and relationship-building skills
• Ability to translate customer goals into measurable outcomes
• Comfortable working with data, metrics, and customer health indicators
• Experience with Customer Success and CRM platforms (e.g., Churn Zero, Salesforce, etc.)
• SaaS or B2B technology experience
• Familiarity with commercial conversations, renewals, and expansion
• Experience working cross-functionally with Sales, Product, and Support teams