Senior Customer Success Manager

Who you are

• Customer Success Experience: 5+ years of experience in Customer Success, Account Management, Solutions Consulting, or another client-service role in B2B SaaS, with a strong grasp of the customer success motion (onboarding, adoption, renewals, and expansion)
• Trusted Advisor Mindset: Passion for being a strategic partner to customers, building deep trust-based relationships, and driving business transformation that delivers exceptional value
• Business Transformation Focus: Proven ability to help customers reimagine processes and workflows, demonstrating how technology can drive measurable business outcomes
• Accountability and Ownership: Strong sense of ownership and the drive to master your craft, take initiative, and ensure no detail is overlooked
• Collaborative Spirit: Thrives in cross-functional teamwork and builds meaningful partnerships with customers and internal stakeholders
• Adaptability and Growth Mindset: Learns quickly and thrives in a dynamic, fast-paced environment where customer needs and priorities evolve
• Excellence in Communication: Professional fluency in English (written and spoken), with the ability to engage stakeholders at all levels - from audit associates to C-suite
• Audit Background: Hands-on experience in external or internal audit, or assurance is nice to have

What the job involves

• As a Senior Customer Success Manager at DataSnipper, you will play a pivotal role in ensuring our customers achieve their goals using our innovative, AI-powered solutions
• You will own the customer journey, from onboarding to driving long-term value and retention, fostering strong relationships built on trust and collaboration
• You’ll help customers unlock their potential value while contributing to the growth and success of our business
• This role offers a unique opportunity to work closely with professionals who are the backbone of global capital markets, deliver exceptional service, and build a thriving community for our customers
• If you’re passionate about customer success and ready to own the moment, we’d love to hear from you!
• Act as a Trusted Advisor: Serve as a strategic partner to key stakeholders including Audit Partners and Managers, Controllers, Finance Directors, and IT decision-makers, guiding them through business transformation enabled by DataSnipper
• Drive Business Transformation: Help customers reimagine their workflows and processes, demonstrating how DataSnipper’s AI-powered capabilities can deliver measurable efficiency gains, cost savings, and quality improvements across audit and finance functions
• Deliver Strategic Consultative Solutions: Provide expert guidance tailored to each customer’s unique business challenges, helping them optimise audit and finance workflows and achieve their strategic objectives using DataSnipper
• Champion Product Adoption and Value Realisation: Conduct comprehensive training sessions, establish regular Business Reviews, and develop success plans that ensure customers adopt DataSnipper features and realise maximum business value
• Build Deep Customer Relationships: Cultivate strong, long-term partnerships built on trust, deep industry understanding, and a genuine commitment to your customers’ success and business outcomes
• Collaborate Cross-Functionally: Partner with Product, Engineering, Sales, and Solutions Engineering teams, sharing customer insights on workflow challenges, use cases, and technical requirements to drive product innovation
• Advocate for Customer Success: Deeply understand your customers’ audit methodologies, compliance requirements, and business goals, providing feedback internally to ensure DataSnipper addresses real-world needs
• Support Strategic Growth: Identify and drive expansion opportunities within your portfolio, working with Sales to demonstrate ROI, facilitate pilots, and expand adoption across teams and service lines
• Ensure Seamless Technical Implementation & Platform Expertise: Partner with customers on onboarding, including setup, AI configuration, and workflow customisation, while staying current on DataSnipper’s platform, AI capabilities, and automation best practices
• Lead Strategic Engagements: Plan and facilitate in-person and virtual sessions with audit and finance teams to drive adoption, share transformation best practices, and address challenges that could impact retention
• Develop Comprehensive Success Plans: Create strategic roadmaps for each customer, outlining transformation goals, adoption milestones, expansion opportunities, engagement tactics, and success metrics
• Monitor Health and Business Impact: Track and forecast key metrics including user engagement, feature utilisation, business value delivered, expansion opportunities, retention risks, and technical health indicators