Commerclal Customer Success Manager, East
About the role:
Monte Carlo is growing its Customer Success team. We're looking for a collaborative, passionate, and results-driven Customer Success Manager to join and build Monte Carlo’s Commercial CS motion. As a Commercial Customer Success Manager, you'll be responsible for designing and driving the process, engagement, and enablement of customer success at scale to drive value and results within our long-tail portfolio accounts.
Monte Carlo believes deeply in Customer Success. Our CEO and co-founder, Barr Moses, was VP of Customer Operations at Gainsight, the Customer Success company. Our first company value is Customer Impact.
Here’s what you’ll be doing:
Lead and manage the entire client journey from onboarding to adoption and value realization.
Plan and deliver value-based business reviews with client executives
Leverage your Monte Carlo product expertise to prescribe best practices to grow adoption and enhance the value driven from Monte Carlo.
Identify and develop relationships with client executives that include VPs, C-suite officers, founders, and CEOs
Regularly monitor account health and adoption to find opportunities to help customers acquire maximum value from Monte Carlo.
Define and execute a scalable strategy for driving adoption, technical success, and growth across the long-tail customer base
Define and execute intervention activities for common customer challenges or opportunities
Partner with Sales to identify risks and opportunities within all accounts and expand our revenue in accounts through cross-sell/up-sell
Partner closely with Product/Eng to share the voice of the customer / provide feedback on the product roadmap, as well as relay product information back to our customers
We’re excited about you because you have:
2+ years of B2B SaaS customer success experience working with accounts of various sizes. Experience with larger books (50+ accounts) is preferred.
Strong empathy for customers -and- passion for growth
Analytical and process-oriented mindset
Self-driven initiative to success in a startup environment where things can change quickly from day to day, including priorities and goals
Track record of driving positive customer success outcomes: retention, expansion, churn reduction, client advocacy, and account lifetime value
Technical aptitude and ability to acquire knowledge of new products and constructively engage with product leadership to help shape the product roadmap
About Monte Carlo
As businesses increasingly rely on data to power digital products and drive better decision-making, it’s mission-critical that this data is accurate and reliable. Monte Carlo, the data reliability company, is the creator of the industry's first end-to-end Data Observability platform. Named an Enterprise Tech 30 company in 2021 and 2022, a 2021 IDC Innovator, an Inc. Best Place Workplace for 2021 and 2022, and a "New Relic for data" by Forbes, we've raised $236M from Accel, ICONIQ Growth, GGV Capital, Redpoint Ventures, IVP, and Salesforce Ventures. Monte Carlo works with data-driven companies like Fox, PagerDuty, CreditKarma, and other leading enterprises to help them achieve trust in data.
Come As You Are
At Monte Carlo, equality is a core tenet of our culture. We are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, and experiences.
Monte Carlo is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
We are proud to be recognized for our world-class employee experience: