Senior Customer Success Manager in London

At Treasure Data, we are on a mission to radically simplify how companies use data and AI to create connected customer experiences. Our intelligent customer data platform (CDP) drives revenue growth and operational efficiency across the enterprise to deliver powerful business outcomes.

We are looking for a Senior Customer Success Manager to drive product adoption and ensure customers achieve their business goals, leading to strong ROI, growing NRR, and high customer satisfaction. Operating with significant autonomy, you will navigate complex customer organizations, establish best practices adopted across the CSM team, and serve as the strategic advisor customers rely on for CDP success.

Responsibilities:

• Strategic Customer Leadership
  • 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, making champions heroes to their organizations.
  • Provide strategic advice to customers on how to leverage Treasure Data to realize value.
  • Build customer advocates who are willing to share success stories, provide case studies and speak at events.
• Account Management & Growth
  • 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.
  • Lead kickoff calls, check-ins, and coordinate renewal processes.
  • Align with and challenge partners to advance customers in their data maturity.
  • Understand customers' business objectives and align Treasure Data's solutions to meet these.
• Cross-Functional Excellence
  • Serve as voice of customer internally, ensuring customer needs are understood and respected.
  • Share product roadmap updates and collect strategic feedback for Product teams.
  • Support implementations by coordinating requirements with PS/Partners while maintaining ownership.
  • Create and manage Support cases, following through to timely resolution.
  • Provide customized demos and coordinate end-user training with Academy and TAM teams.
• Operational Excellence
  • 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.
  • Track customer milestones and outcomes with strong attention to detail.

Job Requirements:

• 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.

Preferred Qualifications:

• Experience with LLMs, Looker, Gainsight.
• Marketing Operations background.
• Business Intelligence and Data Analytics experience.

Physical Requirements:

Working out of the London, UK office according to our Global Hybrid Working Policy.

Travel Requirements:

Requires peaks of 40% travel to visit clients.

Perks and Benefits (UK):

• 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.

Our Dedication to You:

We value and promote diversity, equity, inclusion, and belonging in all aspects of our business and at all levels. Success comes from acknowledging, welcoming, and incorporating diverse perspectives. Diverse representation alone is not the desired outcome. We also strive to create an inclusive culture that encourages growth, ownership of your role, and achieving innovation in new and unique ways. Your voice will be heard, and we will help amplify it.

Agencies and Recruiters:

We cannot consider your candidate(s) without a contract in place. Any resumes received without having an active agreement will be considered gratis referrals to us. Thank you for your understanding and cooperation.