Senior Customer Success Manager

Posit creates great software that helps people understand data and make better decisions in real-world applications. Our core offering is an open source data science toolchain, and we aim to make it available to everyone, regardless of their economic means.

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:

• Learn Customer Industry and Our Technology:  Develop a deep understanding of the industries you are supporting and how our tools solve customer challenges.  This role will need to create meaningful connections with customers to guide them toward solutions that solve their use cases.
• Create Referenceable Customers: Ensure the customer’s outcomes are achieved and needs are met along every step of the customer journey. Ensure value is delivered at every interaction with the customer and manage risk when things don’t go as planned. Build relationships with end users and leadership at the customer and position customer advocacy when appropriate.
• Drive Adoption and Value Realization: Develop and execute strategies to maximize the utilization of Posit products within customer environments, ensuring they achieve their desired business outcomes within their specific landscape, including on-premise and cloud deployments. Leverage Posit's data science tools and platforms, including on-premise deployments, to lead customers through the complete lifecycle of adoption and usage, ensuring measurable business outcomes are achieved.
• Guide Customers to Business Success: Take ownership of the customer journey, providing proactive guidance and support to ensure they achieve measurable value and positive outcomes with Posit products within their environment. This includes understanding their deployment models and integration points.
• Cultivate Strong Customer Relationships: Build and maintain strong, long-term relationships across customer organizations by understanding their challenges and becoming a trusted point of contact.
• Identify and Surface Expansion Opportunities: Through strategic engagement, uncover new use cases and future growth opportunities that align with the customer's roadmap and infrastructure, partnering with Account Management for execution.
• Partner Strategically with Account Management: Collaborate closely with Account Management to develop and execute comprehensive account strategies, aligning on goals for customer success, retention, and expansion, and having a strong understanding of the implications and opportunities.
• Proactively Address Adoption Challenges: Identify and navigate potential roadblocks to adoption, working with customers and internal teams to find practical solutions and ensure successful use of our products.
• Manage Stakeholders (Business and IT): Engage and influence across business and IT functions, from data scientists and analysts to IT architects and executives, tailoring your strategic communication to each audience.
• Drive Customer Advocacy and Insights: Bring the customer's voice and requirements back into Posit to inform product development, service improvements, and go-to-market strategies, particularly regarding on-premise product enhancements and integration needs.
• Manage Risk: Anticipate risks early in the customer journey, address them proactively by orchestrating internal resources and providing expert guidance to safeguard customer success. Develop mitigation plans, escalate critical issues, and proactively communicate with customers about potential risks. Serve as a central point of contact, orchestrating internal resources (e.g., Solutions Engineers, Support) and Product to address customer needs and ensure a seamless experience.
• Synthesize and share customer pain points across the organization. Work with Product Management, Engineering, Sales Engineering, and Support to ensure they have the necessary data to improve the customer’s journey. 

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.
• Proven track record of proactively guiding enterprise customers toward business success, especially through periods of friction and complexity. 
• Strong business acumen and passion for showing how advanced analytics and BI tools can be leveraged to make data-driven decisions and drive greater growth. 
• Excellent relationships, building stakeholder management, and consultative skills, with the ability to build customer trust.
• Experience collaborating strategically with Sales and Account Management teams to achieve shared goals.
• Proactive and results-oriented approach with a strong focus on customer success, with an aptitude for understanding and navigating business and technical complexities.
• Strategic thinking and tactical execution abilities; strong account management and organizational skills, with the ability to manage complex engagements.
• Clear and confident communication is essential, especially when leading customers through complex decisions and explaining concepts.
• Experience with CRM tools (Salesforce preferred) and other relevant productivity software.

Nice to have, but not required:

• Familiarity with Posit's product suite (e.g., Posit Workbench, Connect, and Package Manager) is a plus.
• Familiarity with open-source packages in R and Python for data engineering, data visualization, and data science is a plus.
• A high level of understanding of the role of cloud platforms (AWS, Azure, GCP) is a plus, but a strong understanding of on-premise environments is critical.
• Knowledge of Databricks and/or Snowflake is a plus.
• Understanding of the core ideas/requirements for enterprise security and compliance is a plus.