Customer Success Manager

You will own multiple customer relationships with key responsibilities of ensuring customer satisfaction and revenue growth, along with building long-term partnerships with GoodData. You will maintain strong working relationships with other internal GoodData teams such as Product, Finance, Marketing, Legal, Sales, Support, Professional Services, and Engineering.

You are responsible for bringing GoodData's best ideas, innovations, and capabilities to customers through consultative engagements. You will work with both technical and business teams to quickly understand requirements and define success criteria for GoodData customers.

You should be comfortable consulting with customers directly, and engaging in financial, problem-solving, and strategic discussions while demonstrating technical knowledge of GoodData’s product functionality and tools. You should possess strong analytical and project management skills, functional Business Intelligence software knowledge, and the ability to articulate value and inspire customers about the potential of GoodData.

As a Customer Success Manager, you will empower our customers to be successful on the GoodData platform over the long term. You will join a growing team of GoodData platform experts dedicated to helping clients drive adoption and grow their analytical reporting solutions with GoodData.

Responsibilities

• Develop a trusted advisor relationship with customers and technical project leads.

• Manage a large portfolio of customers in an ownership capacity while also engaging in project-specific activities as needed.

• Design and implement processes for customer engagement, renewals, upgrades, and other recurring activities for customers at scale.

• Identify key strategic items to drive customer growth and expansion opportunities on the GoodData platform.

• Provide problem resolution and communication for all GoodData issues that may arise.

• Interface with Product and Engineering teams regarding customer feedback to shape our product roadmap.

• Establish post-implementation adoption activities to closely monitor the success of customer initiatives.

• Engage with Finance, Legal, and other stakeholders for customer renewals.

• Become an expert on GoodData’s products and services.

About You

• 3+ years of relevant work experience in customer-facing technology roles.

• Demonstrated self-directed ability to manage customer meetings, projects, and other external activities.

• Experience in encouraging technology adoption and having confident conversations with technical audiences.

• A positive, proactive approach to managing customers, projects, and problem-solving.

• Skilled in advising customers on product best practices and optimal technical solutions.

• Exceptional project management skills.

• Excellent written and oral communication skills.

Bonus Points

• Experience with pricing and renewal conversations with customers.

• Experience with data visualization or other Business Intelligence tools.

• Experience in product management or similar design thinking and processes.

• Knowledge or experience with web analytics tools (e.g., Google Analytics, Omniture, etc.) for applying a data-driven design approach.

About GoodData

GoodData powers modern BI for the modern data stack.

GoodData is a cloud-based analytics platform. Employees, customers, and business partners will understand the data in the same way thanks to GoodData’s robust end-to-end pipeline; self-service analytics; low-code/no-code interfaces; embeddable data visualization; application integration; and more.