SVP Customer Success

About Cognite

Embark on a transformative journey with Cognite, a global SaaS forerunner in leveraging data to unravel complex business challenges through our cutting-edge Cognite Data Fusion (CDF) platform. We were awarded the 2022 Technology Innovation Leader for Global Digital Industrial Platforms & Cognite was recognized as 2024 Microsoft Energy and Resources Partner of the Year. In the realm of industrial digitalization, we stand at the forefront, reshaping the future of Oil & Gas, Manufacturing and Energy sectors. Join us in this venture where data meets ingenuity, and together, we forge the path to a smarter, more connected industrial future.

Learn more about Cognite here

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Our values

Impact: Cogniters strive to make an impact in all that they do. We are result-oriented, always asking ourselves.

Ownership: Cogniters embrace a culture of ownership. We go beyond our comfort zones to contribute to the greater good, fostering inclusivity and sharing responsibilities for challenges and success. 

Relentless: Cogniters are relentless in their pursuit of innovation. We are determined and deliverable (never ruthless or reckless), facing challenges head-on and viewing setbacks as opportunities for growth. 

The Senior Vice President, Customer Success, will drive Cognite’s customer success strategy to accelerate onboarding, adoption, and retention across our global customer base. As a key member of the leadership team, this role will develop and implement frameworks to optimize customer outcomes, ensure a value-driven engagement model, and scale customer success operations globally. This leader will play a pivotal role in maximizing Net Revenue Retention (NRR) and Customer Lifetime Value (LTV) while fostering deep partnerships with internal stakeholders to ensure seamless alignment with sales, product, and technical teams.

What You'll Do

• Customer Success Strategy and Execution: Develop and execute strategies to improve customer onboarding, adoption, and satisfaction, optimizing Time-to-Value (TTV). Implement scalable customer success frameworks tailored to verticals, regions, and strategic accounts. Lead customer success teams to drive NRR growth, retention, and overall account health metrics. Collaborate with technical sales and services teams to ensure seamless implementation and value realization for clients.
• Metrics-Driven Leadership: Drive measurable improvements in customer retention (GRR, NRR), TTV, and customer satisfaction (NPS, CSAT). Establish processes to track Customer Success Qualified Leads (CSQLs) and improve their volume and conversion rates. Monitor and improve customer onboarding completion rates and expansion success.
• Customer-Centric Engagement: Build a customer success roadmap emphasizing value-driven use cases and prioritizing customer outcomes. Act as a champion for customers, ensuring their feedback informs product development, support, and service improvements. Build strong relationships with key accounts, fostering trust and ensuring long-term partnerships.
• Cross-Functional Collaboration: Align customer success efforts with sales, product management, marketing, and partnerships to ensure consistency and strategic alignment. Lead initiatives with technical sales teams to refine reference architectures and optimize proof-of-concept delivery for key accounts. Partner with HR to hire, train, and develop a world-class customer success team.

Key Metrics for Success

• Retention and Growth: Improve NRR and GRR to set targets.
• Onboarding and Adoption: Optimize TTV and increase onboarding completion rates.
• Customer Satisfaction: Drive improvements in NPS and CSAT scores.
• Expansion: Support account growth through increased CSQL volume and effective conversion.

Ideal Candidate Profile

• Experience: 15+ years in customer success or related roles, with a proven track record in SaaS or enterprise technology sectors.
• Leadership: Extensive experience leading global customer success teams through scaling and transformation.
• Strategic Focus: Demonstrated ability to align customer success strategies with overall company growth goals, including expansion into new segments or regions.
• Metrics-Driven: Strong focus on data-driven decision-making and familiarity with key customer success metrics.
• Collaboration: Exceptional cross-functional collaboration skills, with the ability to influence and align diverse teams.

A snapshot of our many perks and benefits as a Cogniter

* Competitive Compensation including base plus bonus

* 401(k) with 4% employer matching

* Health, Dental, Vision & Disability Coverages with premiums fully covered for employees and all dependents

* Unlimited PTO + flexibility to enjoy it

* 18 Company Holidays including the week between Christmas & New Years

* Paid Parental Leave Program

* Employee Stock Purchase Program (ESPP)

* Employee Referral Program

* Company Paid Friday Lunch via DoorDash + Fully Stocked Fridges in the offices

* Join a team of 70 different nationalities 🌐 with Diversity, Equality and Inclusion (DEI) in focus 🤝.

* A highly modern and fun working environment with sublime culture across the organization, follow us on Instagram @cognitedata 📷 to know more

* Opportunity to work with and learn from some of the best people on some of the most ambitious projects found anywhere, across industries

* Join our HUB 🗣️ to be part of the conversation directly with Cogniters and our partners.

* Paid mobile phone and WiFI

*A pet lover? Get the chance to meet Spot 🐶!

Why choose Cognite? 🏆 🚀

* Join us in making a real and lasting impact in one of the most exciting and fastest-growing new software companies in the world. 

* We have repeatedly demonstrated that digital transformation, when anchored on strong DataOps, drives business value and sustainability for clients and allows front-line workers, as well as domain experts, to make better decisions every single day. 

* Cognite Earns 2023 Microsoft Partner of the Year Award; Recognized as a Global Leader in Energy & Resources and Industrials & Manufacturing

* Frost & Sullivan named Cognite a Technology Innovation Leader!

* Built In 2024 Best Places to Work in Austin, TX and Houston, TX

* Cognite Recognized as 2024 Microsoft Energy and Resources Partner of the Year

* Most recently Cognite Data Fusion® Achieved Industry First DNV Compliance for Digital Twins 🥇

Apply today!

If you're excited about the opportunity to work at Cognite and make a difference in the tech industry, we encourage you to apply today! We welcome candidates of all backgrounds and identities to join our team.

We encourage you to follow us on Cognite LinkedIn; we post all our openings there.