Sr. Customer Success Manager

TigerGraph is a platform for advanced analytics and machine learning on connected data. TigerGraph's core technology is the only scalable graph database for the enterprise. Its proven technology supports fraud detection, customer 360, MDM, IoT, AI, and machine learning. 
Fortune 500 organizations and the most innovative mid-size and startup companies choose TigerGraph to accelerate their analytics, AI, and machine learning:

• Seven out of the top ten global banks use TigerGraph for real-time fraud detection. 
• Over 50 million patients receive care path recommendations to assist them on their wellness journey. 
• 300 million consumers receive personalized offers with recommendation engines powered by TigerGraph. 
• TigerGraph reduces power outages by optimizing the energy infrastructure for 1 billion people. 

As a Customer Success Manager, you will play a pivotal role in building and maintaining strong, trust-based relationships with our customers. You will serve as the primary point of contact for a positive customer experience while driving business outcomes and identifying opportunities for expansion and increased adoption. You will also be the advocate within TigerGraph to ensure our customers’ success.

Key Responsibilities:

• Customer Advocacy: Serve as the advocate for customer needs within the company, work closely with product, engineering, and support teams to address customer feedback  and that customer interactions are seamless.  Understand and promote the customers’  business goals, challenges, and success metrics.
• Ensure Strong Business Relationships: Partnering with Sales, develop and track key relationships across TigerGraph with customer Executives & Technical leaders.   
• Driving Business Outcomes: Collaborate with customers to implement strategies and solutions that align with their objectives, delivering measurable results and ROI from our solution and services.
• Identifying Expansion and Adoption Opportunities: Proactively identify and act on opportunities to increase adoption, promote additional features, and partner with sales to drive upsells.
• Health Monitoring and Proactive Engagement: Monitor customer health metrics, identify potential issues, and proactively address them to prevent churn.
• Training and Support: Provide solution training, best practices, and resources to enhance the customers’ understanding of tigergraph solutions.
• Reporting and Insights: Prepare and present regular business reviews and usage reports to customers, showcasing outcomes, performance, and value creation.
• Regular On Site Visits with Customers to get to know their operations, business priorities, and personnel.

Requirements:

• Bachelor’s degree or equivalent work experience in Computer Science, Analytics, Business, or a related field.
• 7+ years of experience in previous customer facing roles for Enterprise clients, preferably in Customer Success, Consulting or Account Management.

Additional Qualifications and Experience:

• Knowledge of Big Data or complex data solution, Graph database, analysis, database management (Relational) design. 
• Proven track record of taking ownership of tasks and driving forward to resolutions
• Strong relationship-building and communication skills, with the ability to engage and influence stakeholders at all levels.
• Strategic thinking with a problem-solving approach and a customer-first mindset.
• Experience with CRM software (e.g., Salesforce, HubSpot) and customer support tools.
• Ability to identify growth opportunities and align them with customer success strategies.

Skills and characteristics: 

• Capable of working independently and developing relationships with customers, partners, internal team members and other related stakeholders
• Ability to empathize with customer challenges
• Excellent written, verbal and presentations skills, along with the ability to communicate complex information and concepts to customers in a clear and concise manner.

Key Performance Indicators (KPI’s)

• Net Revenue Retention (Churn & Expansion)
• Customer Engagement
• Customer Loyalty
• Adoption
• Case Studies and References

This is a remote role, however, if the candidate lives within commuting distance of the TigerGraph office, they can choose to come into the office. The anticipated salary range for candidates who will work in Redwood City, CA is $160,000 - $180,000. The final salary offered to a successful candidate will be dependent on several factors that may include, but are not limited to, the type and length of experience within the job, type and length of experience within the industry, education, etc. TigerGraph is a multi-state employer and this salary range may not reflect positions that work in other states.