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Senior Customer Success Manager

Collibra

Collibra

Customer Service, Sales & Business Development
Australia · Remote
Posted on Thursday, August 10, 2023

Joining Collibra's CSM team

As a Senior Customer Success Manager, you will be responsible for building and maintaining relationships with Collibra customers. You’ll serve as a trusted advisor and Collibra Subject Matter Expert (SME), helping customers drive adoption, move along the maturity curve and derive value from our solution. You will have an integral position within Collibra, working closely with Sales, Support, Product Management and Customer Success to ensure our customer’s success - ultimately securing the renewal and driving growth.

Senior Customer Success Managers at Collibra are responsible for:

  • Collaborating with our customers to build and execute customer success plans, educating customers on Collibra best practices, driving adoption and growth
  • Identifying critical needs of our customers and mapping appropriate resources cross-functionally including: product management, education, support, professional services, coaching, and partners
  • Leading business reviews and complex workshops with customers and driving executive engagement to gain sponsorship for Collibra
  • Identifying ways to quantify and communicate business value of Collibra to customer executives
  • Leading internal projects to improve, scale, and evangelize customer success function within Collibra
  • Partnering closely with the Sales team and other internal stakeholders to provide input into account planning and proactively identifying growth opportunities
  • Scaling adoption by using virtual tools and standardized materials including Gainsight to manage day to day operations

You have:

  • 5 - 6 years of experience managing large enterprise SaaS accounts
  • Proven track record of driving adoption and identifying/remediating risk with the goal to drive renewal, cross-sell and up-sell
  • Experience supporting a high volume of accounts, identifying gaps and improving adoption
  • Experience carrying and achieving quota
  • Worked in a non-traditional office environment with virtual teams and remote work

You are:

  • Flexible and nimble with the ability to embrace and leverage change
  • Consultative with the ability to uncover customer pain-points and apply Collibra resources to provide solutions
  • Able to positively influence internal and external stakeholders through strong interpersonal skills
  • Able to articulate the importance and value of Collibra to Business and IT executives
  • Willing to travel up to 25% in a post-pandemic world

Measures of success:

  • Within your first month, you will complete onboarding and enablement, meet with the global team and cross-functional partners, shadow current CSMs and be certified to pitch Collibra
  • Within your 3rd month, you will be fully ramped, have begun account planning, been introduced to all of your customers and begin introducing adoption plans with your customer
  • Within your 6th month, you will have executed adoption plans with your top customers, begun delivering business reviews and identified opportunities for adoption and growth within all of your accounts

Benefits at Collibra

Collibra recognizes and values that everyone has different needs, interests, and life goals. We built our {Be}well benefits program with flexibility in mind to support you and your loved ones through a diverse range of circumstances and life events. These flexible offerings sit on a foundation of competitive compensation, health coverage, and time off.

Professional Development

Collibrians are ambitious and inventive, and we want to develop our skills individually and as a team. You’ll have access to LinkedIn Learning and other development opportunities, as well as other rewards and recognition programs to help grow your career.

Health Coverage

We strive to remain locally competitive and globally equitable. This means comprehensive offerings including medical, dental, vision, and mental health benefits for you and your family.

Paid Time Off and Flexibility

We offer global leave policies for a variety of personal and family circumstances, company-wide wellness days off throughout the year, meeting-free Wednesdays, and a flexible culture to help balance your work and your life.

Diversity, Equity, and Inclusion

We create inclusion and belonging through how we onboard, meet, connect, engage, and communicate. Learn more about diversity, equity, and inclusion at Collibra.

Learn more about Collibra’s benefits.