Customer Success Manager

Summary

Join Actian as a Customer Success Manager (CSM) and become a strategic partner to our customers, ensuring they maximize the value of their investment in Actian's data and application modernization solutions. Focus on customers using cutting-edge cloud solutions, including data observability, data quality, data governance, data catalog, data intelligence, and data management, to help them achieve their business outcomes. Drive product adoption, foster strong customer relationships, and identify expansion opportunities to ensure high retention and advocacy. Collaborate with Sales, Product, Marketing, Engineering, and Support teams to deliver an exceptional customer experience. Proactively engage customers, guiding them on their path to success and helping them become enthusiastic Actian advocates. This role requires a strategic approach to customer partnerships, ensuring continued value realization and adoption of Actian's products and services.

Requirements

• 5–7 years of experience as a CSM for cloud-based solutions in the data intelligence or data management space (or as a data consultant/data governance practitioner in a professional services or enterprise organization)
• Strong domain expertise in data observability, data quality, data governance, or data intelligence, with the ability to advise customers on best practices and strategies
• Proven track record of partnering with enterprise organizations to drive adoption and deliver measurable business outcomes in data-centric environments
• Familiarity with data management practices such as metadata management, data lineage, data cataloging, compliance, and regulatory frameworks (e.g., GDPR, CCPA)
• Understanding of modern cloud computing concepts such IaaS, PaaS, SaaS, and hybrid cloud architectures
• Exceptional communication, interpersonal, and relationship-building skills, with the ability to engage confidently with executives, data leaders, and technical teams
• Proactive and consultative approach to problem-solving, with a strong bias for action in identifying risks and opportunities
• Empathetic, customer-centric mindset with a genuine desire to help customers achieve their business outcomes
• Highly organized and detail-oriented, capable of managing a portfolio of accounts, prioritizing tasks, and following through on commitments

Responsibilities

• Establish and nurture trusted advisor relationships with a portfolio of Actian's cloud customers, ensuring continued value realization and adoption of our products and services
• Maintain high levels of customer engagement, including conducting onboarding workshops and business reviews, with a focus on building long-term customer loyalty and developing customer champions
• Coach customers to become product experts, train their teams on best practices for Actian’s cloud solutions and continually identify new use cases to drive adoption aligned with their business needs
• Holistically monitor customer health, product usage, support interactions, and satisfaction. Proactively identify, report, forecast, and mitigate any issues that could affect customer satisfaction, retention and manage account escalations to full resolution
• Act as the primary advocate for each customer internally, escalating issues and sharing feedback with Sales, Product, Marketing, Engineering, and Support teams to improve processes and product offerings
• Identify and develop upsell and cross-sell opportunities in partnership with the Account Executive, leveraging your understanding of customer needs and business objectives
• Develop Customer Success assets and methods and collaborate with cross-functional teams to create or refine existing adoption materials
• Utilize metrics such as product adoption, engagement, and customer health scores to identify risks and opportunities within your customer portfolio proactively

Preferred Qualifications

• Familiarity with data observability practices, including anomaly detection, data health monitoring, and incident management
• Experience and knowledge of industry use cases in financial services, healthcare, retail, telecom, or manufacturing
• Experience with customer success tools (ChurnZero) and CRM systems (Salesforce)
• Comfortable working with global, geographically distributed customer teams