Sr. Manager, Customer Success

About the role

You will lead the strategic direction and operational execution of the Customer Success organization for Everpure Data Intelligence, owning end-to-end customer lifecycle management. You will partner directly with executive stakeholders to translate business objectives into customer outcomes that drive retention, expansion, and long-term advocacy. This role requires you to build a scalable customer success framework that aligns with the company's aggressive growth targets in the data intelligence sector. You will foster a data-driven culture within the team, using insights to proactively manage risk and identify new opportunities for value creation. You will serve as the critical bridge between customer needs and internal product innovation, ensuring feedback loops are robust and actionable. This position demands a leader who thrives in a fast-paced, mission-critical environment and can inspire high-performing professionals. You will be responsible for establishing the standards, tools, and methodologies that define world-class customer success practices within the organization.

Key facts

What you'll do

Lead and develop the Customer Success organization, establishing a customer-centric culture focused on business outcomes and measurable impact.

Own customer retention, adoption, health scoring, and renewal readiness across the installed customer base to minimize churn and maximize lifetime value.

Build and maintain trusted relationships with executive and technical stakeholders within strategic accounts to champion Everpure Data Intelligence solutions.

Develop and execute customer success strategies that drive measurable business value, long-term customer satisfaction, and alignment with organizational goals.

Partner with Account Executives to identify expansion opportunities, manage advocacy programs, and support account growth initiatives across the portfolio.

Establish customer success metrics, reporting structures, and operational processes that scale efficiently while maintaining high service standards.

Act as the voice of the customer by partnering with Product and Engineering teams to influence product strategy and roadmap priorities based on real-world usage.

Drive executive business reviews, success planning sessions, and governance frameworks that ensure customers achieve their desired outcomes efficiently.

Identify customer risks, dependencies, and adoption gaps, then implement proactive mitigation plans to improve retention and overall customer outcomes.

Define and oversee onboarding, implementation, and training programs that accelerate time-to-value and optimize the customer journey from activation to maturity.

Collaborate with Professional Services to standardize methodologies, playbooks, and templates that ensure consistent delivery of high-impact customer initiatives.

Work closely with Support teams to escalate complex issues, coordinate resolutions, and monitor trends that inform product improvements and customer communications.

Leverage data analytics to segment customers, prioritize accounts, and tailor engagement strategies that resonate with diverse stakeholder needs.

Represent Everpure Data Intelligence at industry events, customer forums, and internal gatherings to strengthen the brand and expand network influence.

Champion continuous improvement within the Customer Success organization by introducing best practices, tools, and learning initiatives that enhance team performance.

Requirements

Bachelor's degree in Business, Computer Science, Engineering, or a related field, or equivalent practical experience.

10+ years of experience in Customer Success, Professional Services, Technical Account Management, or related customer-facing leadership roles.

5+ years of experience leading and developing high-performing customer-facing teams in a SaaS or enterprise software environment.

Proven track record of driving customer retention, renewal performance, and expansion growth in complex, enterprise-grade technology organizations.

Experience working with enterprise SaaS, cybersecurity, data management, governance, privacy, compliance, or cloud technology solutions is essential.

Strong understanding of enterprise software deployments, customer adoption frameworks, and value realization methodologies is required.

Ability to engage credibly with both executive and technical audiences on complex technology initiatives and strategic business problems.

Demonstrated success in managing high-stakes relationships and navigating ambiguous, matrixed organizational structures with influence.

Excellent communication, analytical, and strategic planning capabilities with a strong attention to detail and high standards for execution.

Proficiency in using customer success platforms, CRM systems, and data visualization tools to track performance and derive insights.

Commitment to fostering an inclusive, collaborative team environment that aligns with modern leadership and diversity principles.

Willingness to travel as required for customer meetings, industry events, and internal engagements across designated regions.

Ability to thrive in a fast-paced, dynamic technology company where priorities evolve rapidly and adaptability is critical.

Strong sense of ownership and accountability for both individual and team-level results against aggressive business objectives.

Understanding of data governance, privacy regulations, and compliance frameworks relevant to enterprise data management is highly relevant.

Nice to have

Experience in the data storage, data intelligence, or cybersecurity industry is preferred.

Background in AI, machine learning, or data science concepts is advantageous for collaborating with technical teams.

Familiarity with Everpure Data Intelligence platform or similar data cataloging and classification solutions.

Demonstrated success in building and scaling Customer Success organizations in B2B enterprise software companies.

Certifications in project management, customer success frameworks, or data governance methodologies are valued.

Practical notes

This role requires travel to customer sites and industry events as needed.

Candidates must be authorized to work in the United States without sponsorship for this position.