Senior Customer Success Manager

About the role

As a Senior Customer Success Manager (CSM) at Posit, you will be pivotal in ensuring our customers realize the full value of their investments in our data science solutions, primarily focusing on our on-premise offerings. Your primary responsibility is to drive deep solution adoption, build strong partnerships, and proactively identify new opportunities for value realization and expansion.

You are more than just a supporter — you are a trusted advisor and guide. You proactively address challenges, skillfully navigate complexities, and lead customers toward achieving their strategic goals, even when faced with deployment hurdles. You collaborate closely with business and IT stakeholders across all organizational levels, acting as a knowledgeable partner who ensures customers achieve meaningful, sustained outcomes with Posit's suite of products, including those deployed within their infrastructure. You build strong relationships with internal stakeholder teams like Sales, Engineering, Product, and Support.

You’ll partner strategically with Account Management to craft and execute long-term account strategies. While they lead commercial activities, you will be the champion for driving adoption and value realization, ensuring our customers' environments are optimized for success with Posit's solutions.

What you will own

• Drive Adoption & Value Realization: Own the customer journey end-to-end — from onboarding through renewal and expansion. Develop and execute strategies to maximize utilization of Posit's products, including on-premise deployments, ensuring measurable business outcomes are achieved at each stage of the lifecycle.
• Be a Strategic Partner: Understand each customer's business and data science goals, proactively build plans to help drive toward those goals, and bring best practice guidance and tailored recommendations for how they can advance their journey with Posit.
• Build Strong Relationships: Develop trusted relationships with end users and executive stakeholders across each account. Engage across business and IT functions — from data scientists and analysts to IT architects and leadership — tailoring your communication to each audience.
• Partner with Account Management: Collaborate closely with Account Management to develop and execute long-term account strategies, aligning on goals for customer success, retention, and expansion. Surface and hand off expansion opportunities with supporting context and recommendations.
• Manage Risk Proactively: Anticipate risks early, develop mitigation plans, and escalate critical issues through the appropriate internal channels. Communicate with customers proactively about potential risks before they become problems.
• Be the Voice of the Customer Internally: Surface customer pain points, patterns, and feedback to Product, Engineering, Sales Engineering, and Support. Contribute to building referenceable customers and advocacy opportunities.
• Maintain Accurate Account Documentation: Keep Salesforce, Success Plans, and relevant Slack channels up to date so all internal stakeholders have visibility into account health, risk flags, and engagement status.

A bit about you

• Experience in Customer Success, Professional Services, or Strategic Account Management roles supporting enterprise clients, preferably in highly regulated industries, with experience in technically complex SaaS and on-premise solutions.