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Global Leader, Customer Success

Burlingame, CA; Remote

At Imply, we are on a mission to help developers become the new heroes of analytics. Our unique database, built from Apache Druid, enables them to develop the next generation of analytics applications.  With Imply, developers can build without constraints as our database lets them create interactive data experiences on streaming and batch data with limitless scale and at the best economics.  

Backed by leading investors including a16z and Bessemer Venture Partners, Imply is on a fast growth trajectory - disrupting the $100B database market - with customers including Pepsi, Zillow, Splunk and more. Come join our team of disruptors, pioneers, and innovators!

The Role:

As the Global Leader for the Customer Success Manager (CSM) team, you will set the vision, strategy, and execution plan to drive customer success and business outcomes, focusing on end-to-end ownership of renewals, including commercial and procurement negotiations. You will lead a global team of Customer Success Managers, empowering them to deliver measurable value, maximize Gross Revenue Retention (GRR), and enhance Net Revenue Retention (NRR).

Key Responsibilities

  • Renewals: Own the end-to-end renewals process, including commercial discussions, procurement negotiations, and ensuring alignment with customers' success goals to drive GRR. Identify expansion opportunities to enhance NRR through proactive account engagement.
  • Strategic Leadership: Define and execute the global customer success strategy to foster long-term customer advocacy, satisfaction, and measurable outcomes.
  • Team Leadership: Build, coach, and lead a high-performing, diverse, and inclusive global CSM team. Develop team capabilities in delivering customer outcomes and managing renewals effectively.
  • Customer Advocacy: Partner with customers to understand their business objectives and ensure they achieve measurable outcomes through adoption and engagement. Influence the product roadmap based on customer feedback and needs.
  • Operational Excellence: Establish and manage key performance metrics, prioritizing GRR and NRR. Implement scalable processes and continuous improvement initiatives to optimize customer lifecycle management.
  • Cross-Functional Collaboration: Collaborate with Sales, Product, and Support teams to address customer needs, resolve challenges, and identify growth opportunities. Ensure smooth handoffs and clear communication across teams.
  • Escalation Management: Address escalated customer challenges with urgency, coordinating resources to ensure swift resolution and sustained satisfaction.

Qualifications

  • Experience: 5+ years in customer success, sales, or account management leadership roles in the SaaS or technology industry, managing global teams across cultures and geographies.
  • Proven Track Record: Demonstrated success in leading renewals, conducting commercial and procurement negotiations, driving GRR and NRR, and building strategic customer relationships.
  • Leadership: Inspirational leader with a collaborative, inclusive, and growth-oriented mindset. Ability to develop and execute strategies that align teams with organizational goals.
  • Customer-Centric: Deep understanding of customer success methodologies with a focus on delivering measurable value, driving adoption, and fostering advocacy.
  • Communication and Negotiation Skills: Exceptional interpersonal skills to build trust and lead commercial discussions with diverse stakeholders, including C-level executives.
  • Operational Agility: Strong organizational and analytical skills, with the ability to manage ambiguity, prioritize effectively, and scale operations.
  • Cross-Functional Collaboration: Experience working across teams to align on strategies, resolve challenges, and identify opportunities for account growth.

Bonus Points

  • Familiarity with SaaS technologies, data-driven solutions, and cloud platforms (AWS, GCP, Azure).
  • Experience working with or alongside technical teams, bridging the gap between business outcomes and technical execution.
  • Knowledge of sales methodologies such as MEDDIC or similar and customer success management tools.
  • Experience in data analytics, data modeling, or related technical domains.
What we offer:
  • 100% Paid Medical, Dental and Vision Benefits
  • 401(k) Program
  • Fertility Coverage
  • Pet Insurance
  • Dependent Care FSA
  • Mental Health Support
  • Life and AD&D Insurance
  • Unlimited Paid Time Off - USA Only
  • Wellness Stipend
  • Home Office Equipment Reimbursement
  • Pre-Tax Commuter Benefits

Individual compensation will be determined based on the candidate’s experience and qualifications aligned with Imply’s internal levelings guidelines and benchmarks. The below range encompasses roles with on target earnings. This role is also eligible to participate in Imply’s equity plan subject to the terms of the applicable plans and policies.

Compensation: $180,000 - $250,000

Don’t meet every single requirement? Studies have shown that certain minority groups are less likely to apply to jobs unless they meet every qualification. At Imply, we are dedicated to building a diverse, inclusive and authentic workplace. If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or for other roles in the future.

Imply is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, gender identity or expression, marital status, national origin, disability, protected veteran status, race, religion, pregnancy, sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Please note, applications and candidate submissions are subject to our privacy policy and, for California residents, the CCPA terms available at https://imply.io/privacy.

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