Client Success Manager

Location: New York City

Datamaran | "Competitive" comp not given

Steph's Notes:

Datamaran's Careers page isn't terribly informative, but at least they have one.

I think this might be the first job description I've seen (at least in a long while) that puts the EEO statement up front. I like it!

Are you passionate about building long-lasting relationships with customers while promoting the value of a unique SaaS product?

I try not to break down JD phrasing too much, but this is a savvy way to put this. I may not always be wild about selling a product, but building relationships with customers really is my favorite part of the job, and I'd wager that's true for many CX folks. It's just a smart way of relating to candidates' preferences without losing sight of their own business goals.

You will be supported by our Implementation & Training team taking care of the customers’ first steps in their onboarding journey, technical requests from clients, while you’ll be focusing on the strategic support of accounts.

I love it when companies talk about how candidates will be supported in the role! A green flag.

Excellent organizational, prioritization skills and attention to detail.

Given the repeated requirements in the very same section as this one, this remains the funniest (and most reliable) of all the Bad Job Bingo entries.

We are Datamaran: a fast-paced, energetic and high-growth technology company.

Well, this took a turn. Between this casual ableism, the lack of salary transparency despite competitive claims, and their ask for compensation expectations on the application, the JD practically puts itself in Tread Carefully.

We could have had it all, Datamaran.

Original Job Description: Client Success Manager

Accounts and Community  

Datamaran is dedicated to creating an inclusive environment where all of our employees and contractors are encouraged to reach their full potential, and individual differences are valued and respected. Datamaran is proud to be an equal opportunity employer; as such all applications received will be considered without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, or age.

What we are looking for:

Are you passionate about building long-lasting relationships with customers while promoting the value of a unique SaaS product?  Do you have outstanding communication and relationship-building skills while being able to manage the commercial aspects of it?  We are looking for a Client Success Manager (CSM) whose responsibilities include supporting customers from onboarding to renewal by building close and lasting relationships and ensuring clients meet their goals in using our platform. 

You will be supported by our Implementation & Training team taking care of the customers’ first steps in their onboarding journey, technical requests from clients, while you’ll be focusing on the strategic support of accounts.

You will report to the VP of Customer Success & Partnerships, based in London.  

When: ASAP

Where: NYC, New York

You will:

• Be the main point of contact to clients throughout their Datamaran subscription by supporting them on their ESG journey.
• Personalize the customer experience as needed with your knowledge of the client and leverage the training team where needed. 
• Communicate with the sales and implementation & training team to ensure all steps in the Sales to Client Success handoff are complete and documented.
• Work with customers to set appropriate expectations in terms of technical support, address customer goals, determine target dates, manage customer tasks, and coordinate with the I&T manager to provide regular project updates during  the onboarding phase of the customer lifecycle.
• Manage the full lifecycle of the customer’s journey after onboarding to renewal. This includes conducting regular cadence check-ins, quarterly business reviews, and collaborating on expansion opportunities.
• Project manage the customer onboarding experience with the I&T Manager and  technical training. 
• Be ready to travel for in-person goal-setting, onboarding and strategic reviews with clients, primarily in Europe.
• Collaborate with internal teams to ensure renewals and maximize upsell opportunities. 
• Be the customer advocate for new product ideas or product issue resolution, while managing reasonable customer expectations.
• Collaborate with Marketing for opportunities showcasing clients’ best experience by fostering client champions’ behavior (e.g. customer case studies, client webinars, blogs…).
• Host roundtables, webinars and other types of virtual events to boost information and resources for the Datamaran community.
• Ensure clients are informed about product development, reinforcing broader communication. 
• Monitor customer platform usage KPIs to identify risks and opportunities.
• Consistently and reliably manage your renewal and expansion forecast

Requirements

You have: 

• At least 2 years of experience as a Customer Success Manager in a SaaS company
• Excellent English writing and oral communication skills.
• Exceptional ability to communicate and foster positive business relationships. 
• Excellent organizational, prioritization skills and attention to detail.
• Bachelor's degree or proven work experience as a Customer Success Manager or similar role.
• Exceptional ability to communicate and foster positive business relationships.
• Technical skills required, as they relate to the use of the software. 

Appreciated as big plus point(s) but not required:

• ESG or sustainability knowledge and/or experience
• Knowledge of Salesforce, Hubspot, Salesloft software

Benefits

Some of Datamaran's Benefits available to our US-based Datamaraneers:

• Competitive Salary package including achievable OTE
• 24 Vacation days excluding bank holidays, plus Juneteenth
• Medical, Dental & Vision insurance (premium contribution)
• Paid Sick leave
• Paid Parental leave
• 401k
• New benefits continue to be introduced as the US team grows
• In this role, not only will you help to grow our business but also grow yourself. At Datamaran we believe in personal development. We will have a learning path ready for that is built around three pillars: sales, communication & sustainability knowledge. Once with us we provide you with multiple options to grow internally. This is your path to success.

About us:

We are Datamaran: a fast-paced, energetic and high-growth technology company.

We're a distributed and fully digital company with over 120 members of staff working across the globe, with offices in London, Valencia, New York and the Netherlands. 

Such a unique mix makes Datamaran a unique, collaborative and ambitious workplace.

We recognize that people of different backgrounds widen our perspective, so we’re committed to diversity, equality and inclusion in everything we do. Our team of talented individuals represent over 25 nationalities, with 50% of our leaders, and employees, being female.

Our values:

Performance-driven

We have different backgrounds, we are from all around the world and we have diverse expertise. What unites us is our focus on performing at our best, continuously learning and thriving as we face new challenges.

Collaborative

We are a close-knit team who supports one another with the bigger vision in mind. We think two heads are better than one, and we consult with and support our colleagues to find the best solutions for our clients.

Committed

We are an ambitious company with a mission to put sustainability risk on the radar of every business – and we are passionate about using the latest technology and our creativity to achieve that.

Agile

Change is a constant, and we are ready to bend and flex to adapt to the external environment and jump on opportunities. Our vision is clear, but the path to get there may change; we are excited about every twist and turn.