Technical Customer Success Manager


About The Position

Anodot Inc. is searching for an experienced Technical Customer Success Manager to join our growing Customer Success team. As Manager, you will form and build relationships with the client post the sales process and throughout the lifecycle of the account and develop a deep knowledge of our system. In addition, you will own all aspects of customer nurturing, including driving engagement, maintaining overall customer satisfaction, and retention. The ideal candidate will be comfortable under pressure and adept at creative problem-solving. The expectation is to work proactively to set and maintain expectations and serve as the voice of the customer internally.

Candidates must be technically proficient and have the patience and passion to guide customers and stakeholders through all the capabilities of our products and solutions, this role will allow you to make an impact in a small start-up. Our ideal candidate will be poised for explosive growth while remaining committed to enabling success within our client base.

What You'll Do:

  • Serve as the primary point of contact for customers from onboarding, through implementation, and assume overall customer responsibility and escalation management
  • Develop a trusted advisor relationship with customer stakeholders and executive sponsors to drive product adoption and ensure customers are leveraging our solution to achieve high business value
  • Stay current with the most recent changes to our product and educate customers on offerings and updates
  • Identify and communicate customer pain points to the product team
  • Identify renewal risks and collaborate closely with team members support renewals and expansion opportunities
  • Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes

About You:

  • 3+ years of hands-on experience with SW implementation, integration, and/or support projects
  • Highly experienced with Customer Success flows, activities, and routines, managing large and complex accounts
  • 2+ years of experience with advanced data analytics, proficiency in SQL is a big advantage, so thus experience with market-leading BI tools
  • Strong familiarity with APIs, related tools (Postman, JMeter, SoapUI), and application communication flows
  • A passion for customers and problem-solving, desire to go deep and become familiar with customer environment and business model
  • Strong analytical skills, with the ability to translate data into insights, working with data collection and transformation
  • Comfort in a startup environment, we move quickly and wear many hats in a dynamic environment
  • Embody strong account management skills; comfortable and seasoned in managing external partners and providing exceptional customer support
  • Ability to manage multiple customer projects simultaneously
  • Self-starter with demonstrable ability to work independently and creatively
  • Self-driven, an overachiever and dedicated to meeting personal and team goals

Bonus points:

  • 2+ years of experience with cloud providers (AWS, GCP, Snowflake), understanding customers Data Lake architecture

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