Commercial Customer Success Manager

About RudderStack

At RudderStack, we are redefining enterprise-scale data collection and routing. We are building a customer data platform (CDP) on the customer's own data warehouse. Our open-source, developer-first approach is the first of its kind. We understand the outsized impact customer data has on businesses, and we understand the challenges and pain points. We are looking to solve the customer data management problem in enterprises, once and for all, in a secure, compliant and cost-effective way.

RudderStack collects data from 30+ sources, can transform events on the fly, and routes to 150 different marketing, sales, product, analytics applications all with one snippet of code.

We’re backed by Insight Partners, Kleiner Perkins and S28 and have raised a total of $82 million in funding. Our customers include Crate + Barrel, Cars.com, Acorns, Hinge, and FootLocker. We process critical customer data for some top companies around the world, and are looking for ambitious individuals to join our team and help shape the future of our product.

About The Role

• RudderStack is expanding our Customer Success team by adding a dynamic, commercially-focused Customer Success Manager (CSM) to manage our Commercial tier accounts in the EMEA region. This role will focus on driving customer retention and renewals with a global portfolio of customers, primarily consisting of developers and engineering teams. As a Commercial CSM, you will be responsible for managing a high volume of accounts in a low-touch engagement model, leveraging scalable processes and digital touchpoints to ensure customers are engaged and successful.
• We are a leading Customer Success organization in the SaaS space, taking a detailed, data-driven approach to customer management using our own products. As a growth-stage company, we thrive on being agile, which means there’s ample opportunity for impact and ownership. You will play a pivotal role in helping shape the future trajectory of both the company and our customers by acting as a trusted advisor, solving complex problems, and building long-term relationships.
• This role is remote-first and can be based on the East Coast in the United States, or in EMEA. You’ll work closely with customers across multiple time zones, so flexibility is key. We offer competitive compensation, including OTE, and a collaborative, high-growth environment.
  
  

What You'll Do

• Serve as the primary point of contact for your portfolio.
• Manage and execute the renewal and forecast process for Commercial tier accounts.
• Identify any expansion opportunities and collaborate with Account Executives to expand a contract.
• Work with assigned Technical Account Managers to identify at-risk accounts prior to renewal, and create engagement strategies to improve product adoption before renewal discussions.
• Manage customer onboarding progress with our Technical Account Managers and escalate any issues as appropriate.
• Develop and implement scalable playbooks for digital engagement and success, including automated campaigns, email communications, and in-app messaging.
• Collaborate with RudderStack leadership to build scalable operations and processes to support rapid growth globally.
  
  

Qualifications

• Understanding or experience in the CDP space and data ecosystem.
• Proven experience in Customer Success, Account Management, or Renewals, ideally within a SaaS environment.
• Experience managing a large, global portfolio of customers.
• Highly organized and detailed person with strong communication and organizational skills, and the ability to thrive in a constantly evolving work environment.
• Comfort working with technical/developer personas and driving commercial discussions.
• Ability to work across time zones and with a diverse, global customer base.