Sr Manager, Customer Success & Account Management Operations

Here at Treasure Data, we are committed to our core company values of Humility, Openness, Honesty, and Reliability. As part of the process of developing these values, we've learned and embraced that diversity of backgrounds and perspectives strengthens our team, which serves to bolster the product we offer to our customers. So, no matter your race, age, sexual orientation, gender identity, religion, disability, or education, we want all Treasure Data employees to know that they are valued and heard.

Who We Are:
Treasure Data employees are enthusiastic, data-driven, and customer-obsessed. We are a team of drivers—self-starters who take initiative, anticipate needs, and proactively jump in to solve problems. Our actions reflect our values of honesty, reliability, openness, and humility. Treasure Data moved to remote-based work in March 2020 and remains committed to ensuring we remain agile to accommodate the shifting preferences of our workforce. While we are not working shoulder-to-shoulder, we still work side-by-side, finding unique ways to connect and create together while also respecting each other’s life priorities outside of work. We offer a competitive salary and benefits and were named one of the 2021 Best Places to Work.

What We Do:
At Treasure Data, we’re on a mission to radically simplify how companies use data to create connected customer experiences. Our sophisticated cloud-based customer data platform drives operational efficiency across the enterprise to deliver powerful business outcomes in a way that’s safe, flexible, and secure. With Treasure Data Customer Data Cloud, companies can overcome the data disconnect to responsibly collect and understand massive amounts of data, transform their businesses, and create new, targeted experiences across the entire buying journey . We’re proud to be InfoWorld’s 2022 “Technology of the Year” Award winner and trusted by leading companies around the world, spanning the Fortune 500 and Global 2000 enterprises.

Your Role:
The role has 2 main focus areas:
Support the WW Customer Success teams in managing existing customers to maximize adoption, usage and retention, while creating opportunities for upsell

Support the WW Account Management teams in creating, progressing and closing upsell opportunities with existing customers, through renewals, the Premier Global Accounts program and greenspace penetration

The role is critical to driving sustainable WW NRR growth.

This role will be a change-agent, see change as energizing, and be able to combine high attention to detail with the overall view of the end-to-end Enterprise sales and renewal cycle.

Responsibilities & Duties:
Support WW Customer Success teams:
Drive consistency and efficiency at three different levels:
Individual Customer Success Managers (daily, weekly, monthly, quarterly activities)

Customer Success team managers (ongoing management of the CSM team)

Executives (insights as to status, risks, activities and opportunities)

Implement processes and procedures in support of these goals, leveraging Gainsight to drive consistency and accountability

Develop and publish a set of Gainsight dashboards that provide the CSMs, CSM managers and executives with insight on performance, status, risks and opportunities

Support WW Account Management teams:
Support the Account Management team in creating structured approaches to driving upsell across three different avenues: renewals, PGA program and greenspace penetration

Provide regular pipeline analyses to the team that provide insights as to where we are being successful and where we need to focus more to drive productivity o verall

Provide data-driven insights to the team on potential optimizations and changes

Support the Customer Success teams in preparing for weekly forecast and renewal reviews, as well as the Monthly Business Reviews

Required Qualifications:
>3 years revenue operations experience at Manager or Sr Manager level
>3 years experience Enterprise SaaS sales

Physical Requirements:
Preferred location:
NYC or Boston

Hybrid:
If in Silicon Valley, NYC or Boston: must be in office 8x per month
Outside of those areas, can work remotely

WW role:
will require some calls with non-US regions outside of normal business hours

Travel Requirements:
Potential travel to off-site meetings within the US: 2-3 times per year
Potential international travel: 1-2 times per year

Perks and Benefits (US):
Our benefit package showcases our culture of care and empathy with

Comprehensive medical, dental, vision plans and Employee Assistance Program (EAP)

Competitive compensation packages

Company paid life insurance 3x salary

Company paid short- and long-term disability coverage

Retirement planning (401K) with company match

Restricted Stock Units (RSU)

Paid vacation and sick time

Paid volunteer and mental health days

Up to 26 weeks paid parental leave

16 Company holidays (includes 2 floating holidays)

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!