Back to jobs
New

Sr. Customer Success Manager

Redwood City, CA
TigerGraph is a platform for advanced analytics and machine learning on connected data. TigerGraph's core technology is the only scalable graph database for the enterprise. Its proven technology supports fraud detection, customer 360, MDM, IoT, AI, and machine learning. 
Fortune 500 organizations and the most innovative mid-size and startup companies choose TigerGraph to accelerate their analytics, AI, and machine learning:
  • Seven out of the top ten global banks use TigerGraph for real-time fraud detection. 
  • Over 50 million patients receive care path recommendations to assist them on their wellness journey. 
  • 300 million consumers receive personalized offers with recommendation engines powered by TigerGraph. 
  • TigerGraph reduces power outages by optimizing the energy infrastructure for 1 billion people. 

As a Customer Success Manager, you will play a pivotal role in building and maintaining strong, trust-based relationships with our customers. You will serve as the primary point of contact for a positive customer experience while driving business outcomes and identifying opportunities for expansion and increased adoption. You will also be the advocate within TigerGraph to ensure our customers’ success.

Key Responsibilities:

  • Customer Advocacy: Serve as the advocate for customer needs within the company, work closely with product, engineering, and support teams to address customer feedback  and that customer interactions are seamless.  Understand and promote the customers’  business goals, challenges, and success metrics.
  • Ensure Strong Business Relationships: Partnering with Sales, develop and track key relationships across TigerGraph with customer Executives & Technical leaders.   
  • Driving Business Outcomes: Collaborate with customers to implement strategies and solutions that align with their objectives, delivering measurable results and ROI from our solution and services.
  • Identifying Expansion and Adoption Opportunities: Proactively identify and act on opportunities to increase adoption, promote additional features, and partner with sales to drive upsells.
  • Health Monitoring and Proactive Engagement: Monitor customer health metrics, identify potential issues, and proactively address them to prevent churn.
  • Training and Support: Provide solution training, best practices, and resources to enhance the customers’ understanding of tigergraph solutions.
  • Reporting and Insights: Prepare and present regular business reviews and usage reports to customers, showcasing outcomes, performance, and value creation.
  • Regular On Site Visits with Customers to get to know their operations, business priorities, and personnel.

Requirements:

 

  • Bachelor’s degree or equivalent work experience in Computer Science, Analytics, Business, or a related field.
  • 7+ years of experience in previous customer facing roles for Enterprise clients, preferably in Customer Success, Consulting or Account Management.

Additional Qualifications and Experience:

  • Knowledge of Big Data or complex data solution, Graph database, analysis, database management (Relational) design. 
  • Proven track record of taking ownership of tasks and driving forward to resolutions
  • Strong relationship-building and communication skills, with the ability to engage and influence stakeholders at all levels.
  • Strategic thinking with a problem-solving approach and a customer-first mindset.
  • Experience with CRM software (e.g., Salesforce, HubSpot) and customer support tools.
  • Ability to identify growth opportunities and align them with customer success strategies.

Skills and characteristics: 

  • Capable of working independently and developing relationships with customers, partners, internal team members and other related stakeholders
  • Ability to empathize with customer challenges
  • Excellent written, verbal and presentations skills, along with the ability to communicate complex information and concepts to customers in a clear and concise manner.

Key Performance Indicators (KPI’s)

  • Net Revenue Retention (Churn & Expansion)
  • Customer Engagement
  • Customer Loyalty
  • Adoption
  • Case Studies and References

This is a remote role, however, if the candidate lives within commuting distance of the TigerGraph office, they can choose to come into the office. The anticipated salary range for candidates who will work in Redwood City, CA is $160,000 - $180,000. The final salary offered to a successful candidate will be dependent on several factors that may include, but are not limited to, the type and length of experience within the job, type and length of experience within the industry, education, etc. TigerGraph is a multi-state employer and this salary range may not reflect positions that work in other states.

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Education

Select...
Select...
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in TigerGraph’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.