Senior Customer Success Manager

Summary

Join Stardog as a Senior Customer Success Manager (Sr. CSM) and become a trusted advisor to major enterprises. You will own customer outcomes post-sale, driving adoption, retention, and growth. This role demands a proactive and growth-focused mindset, strong executive presence, and the ability to align cross-functional teams. You will collaborate with Solution Engineering, Product, and Professional Services to deliver seamless customer experiences. Serve as the voice of the customer within Stardog, guiding them through complex data initiatives and AI deployments. This position requires strong business acumen and experience in B2B SaaS.

Requirements

• 5+ years in Customer Success, Strategic Account Management, or related client-facing roles in B2B SaaS
• Proven success managing enterprise-level relationships and driving outcomes in complex technical environments
• Strong business acumen, with the ability to link technical solutions to business outcomes and influence senior stakeholders
• Proficiency in tools like Salesforce, Gainsight, and data visualization platforms
• Excellent written, verbal, and presentation skills, with a strong customer-first mindset
• Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time

Responsibilities

• Strategic Relationship Management
• Build executive-level relationships across key customer accounts to understand strategic objectives and influence outcomes
• Serve as the primary point of contact and trusted advisor post-sale, ensuring clear value realization from Stardog’s platform and services
• Guide customers through complex data initiatives, AI deployments, and platform adoption journeys
• Customer Success Planning & Execution
• Develop and maintain joint success plans and health scorecards tailored to each customer’s objectives and maturity
• Lead Quarterly Business Reviews (QBRs) and strategic checkpoints to align on goals, progress, and opportunities for expansion
• Identify and mitigate churn risk through proactive engagement and measurable success milestones
• Cross-Functional Advocacy
• Act as the customer’s voice internally, driving continuous improvement across Product, Engineering, and Services
• Surface product feedback, influence roadmap discussions, and ensure alignment between customer needs and platform capabilities
• Partner with Sales on expansion, upsell, and renewal opportunities; co-develop account strategies to drive long-term value
• Operational Excellence
• Manage account health metrics and maintain accurate forecasting of renewals and risk
• Drive internal collaboration and efficiency across technical delivery and support
• Mentor and support junior team members as a senior leader within the CS organization
• Partner with Sales Executives to identify and drive expansion opportunities for existing customers

Preferred Qualifications

• Experience in data management, cloud infrastructure (AWS, Azure), or AI/ML-related platforms is highly desirable
• Experience with knowledge graphs is a plus

Benefits

• Competitive compensation, equity, and performance incentives
• Comprehensive health coverage and 401(k) w/ matching
• Remote-first with flexible work arrangements