Commercial Customer Success Manager, West/Central

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 Inc. Best Workplace for 2024, a DBTA Readers Choice for Best Data Observability Solution for 2024, a G2 Best Product for 2023, and the "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, Pepsico, Amazon, American Airlines, and other leading enterprises to help them achieve trust in data.

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, value realization and renewal.

• 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

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Come As You Are

Equality is a core tenet of Monte Carlo's 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:

Monte Carlo Named to American's Most Loved Workplace List 2024

Monte Carlo Named an Inc. Best Workplace for 2024

Monte Carlo Named A Top 20 ORG For Venture Capital Funded Companies, Spring 2024

Monte Carlo Named A Top 5 ORG in San Francisco, Spring 2024