Strategic Customer Success Manager

Posted 102ds ago

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Drive customer success and renewals for Enterprise accounts at Confluent. Become a trusted advisor and optimize platform usage for business value.

Own the ultimate success of our Enterprise customers in your territory, ensuring they realise the full value of the Confluent platform.
Own the consumption planning, use case mapping, IP adoption, and business value realisation of your customers.
Actively contribute to the Account Strategy set by the Account Director and Account Team you’ll be a part of aligned to the set business goals and objectives.
Meet/exceed quarterly renewal targets by proactively managing your customer portfolio and ensuring on-time customer retention.
Identify and collaborate with the sales team regarding expansion, up-sell, and additional service/support opportunities within accounts.
Coordinate the engagement of other Confluent resources (e.g. Customer Operations, Sales, etc.) to ensure ongoing customer success.
Promote the use of Confluent features and technology, communicating ROI throughout the customer lifecycle to stakeholders of all levels.
Maintain relationships with key users and decision makers at assigned customers, keeping them connected to value being added by our products.
Champion and advocate for Enterprise customer requirements within Confluent.
Proactively identify issues/risks and escalate internally for prompt resolution.
Act as the voice of the customer and collect feedback to drive continuous improvement across all areas including product.

You have experience in a Customer Success capacity with a track record of increasing customer satisfaction, adoption, and retention.
Comfortable working with Enterprise organisations.
You are data-driven in your decisions and assume full ownership and accountability for your work.
You are a team player who can navigate complex stakeholder dynamics and ensure that the optimal business outcomes are achieved through the engaged resources.
You are a great and thoughtful communicator and listener.
Salesforce and Tableau user fluency.
You'll have the ability to articulate, educate and advise the business value to businesses of all sizes.
You have prior experience with large strategic customers and have previously successfully managed a book of business of 5-6 customers of a combined $10M ARR or more.
You have prior experience with data streaming or cloud software technologies.

Belonging isn’t a perk here. It’s the baseline. We work across time zones and backgrounds, knowing the best ideas come from different perspectives.
We make space for everyone to lead, grow, and challenge what’s possible.
We’re proud to be an equal opportunity workplace. Employment decisions are based on job-related criteria, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other classification protected by law.