[Hiring] Senior Customer Success Manager @Posit

Role Description

As a Senior Customer Success Manager (CSM) at Posit, you will be pivotal in ensuring our customers realize the full value of their investments in our data science solutions, primarily focusing on our on-premise offerings. Your primary responsibility is to drive deep solution adoption, build strong partnerships, and proactively identify new opportunities for value realization and expansion.

• Own the customer journey end-to-end — from onboarding through renewal and expansion.
• Develop and execute strategies to maximize utilization of Posit's products, ensuring measurable business outcomes are achieved at each stage of the lifecycle.
• Understand each customer's business and data science goals, proactively build plans to help drive toward those goals.
• Develop trusted relationships with end users and executive stakeholders across each account.
• Collaborate closely with Account Management to develop and execute long-term account strategies.
• Anticipate risks early, develop mitigation plans, and escalate critical issues through the appropriate internal channels.
• Surface customer pain points, patterns, and feedback to Product, Engineering, Sales Engineering, and Support.
• Keep Salesforce, Success Plans, and relevant Slack channels up to date.

Qualifications

• Experience in Customer Success, Professional Services, or Strategic Account Management roles supporting enterprise clients, preferably in highly regulated industries.
• Proven track record of proactively guiding enterprise customers toward business success.
• Strong business acumen and passion for showing how advanced analytics and BI tools can be leveraged.
• Excellent relationships, building stakeholder management, and consultative skills.
• Experience collaborating strategically with Sales and Account Management teams.
• Proactive and results-oriented approach with a strong focus on customer success.
• Strategic thinking and tactical execution abilities; strong account management and organizational skills.
• Clear and confident communication is essential.
• Experience with CRM tools (Salesforce preferred) and other relevant productivity software.

Requirements

• Familiarity with Posit's product suite (e.g., Posit Workbench, Connect, and Package Manager) is a plus.
• Familiarity with open-source packages in R and Python for data engineering, data visualization, and data science is a plus.
• A high level of understanding of the role of cloud platforms (AWS, Azure, GCP) is a plus.
• Knowledge of Databricks and/or Snowflake is a plus.
• Understanding of the core ideas/requirements for enterprise security and compliance is a plus.

Benefits

• 100% of medical, dental, and vision insurance premiums are covered for employees and their families.
• Fertility and gender-affirming healthcare is included in all of our plans.
• Supplemental mental health and wellness benefits are available via Ginger.
• Gender-neutral paid parental leave policy covers all new parents, including foster and adoptive parents.
• All full-time employees are eligible for 401k enrollment starting on day one.
• After six months of employment, Posit provides a substantial yearly match to employee 401K contributions.
• An annual profit-sharing bonus for employees recognizes our team’s contributions to company performance.
• 100% distributed team; option to work from the Boston office.
• $400 monthly reimbursement for coworking space rental.
• Lifestyle Savings Account with an initial deposit of $1800 and quarterly stipend of $375.
• Flexible environment with a generous vacation policy that encourages a minimum of four weeks PTO per year plus 15 paid company holidays.