Asst Dir - customer Success Manager (TMT)

Asst Dir-Customer Success Manager TMT

This role sits at the intersection of customer success, technical advisory, and enterprise account strategy within a complex data and SaaS environment. You will lead end-to-end customer engagement across the lifecycle, ensuring adoption, retention, and measurable value realization at scale. The position involves acting as a trusted advisor to enterprise clients, translating technical system behavior into clear business outcomes. You will collaborate closely with Engineering, Product, and Account Management teams to resolve issues, manage integrations, and drive continuous improvement. A strong focus is placed on data-driven decision-making, customer health monitoring, and proactive identification of risks and growth opportunities. This is a highly cross-functional and client-facing role, requiring both strategic thinking and hands-on technical problem solving in a fast-evolving, AI- and data-driven environment.

Accountabilities:

• Own and drive customer success across the full lifecycle, ensuring adoption, account health, retention, and value delivery.
• Act as a trusted advisor to enterprise clients by sharing best practices, training resources, and product insights.
• Lead customer engagements including onboarding, kickoff sessions, strategic reviews, and ongoing status meetings.
• Troubleshoot and support API-based integrations, including REST APIs, authentication flows, rate limits, and payload structures.
• Manage data feed delivery models, including batch and real-time solutions, ensuring reliability and performance.
• Partner with Engineering, Product, and Client Services to resolve incidents, manage breaking changes, and support remediation efforts.
• Develop and maintain strategic account plans focused on retention, expansion, and customer success metrics.
• Monitor usage data, identify risks and opportunities, and provide actionable recommendations to improve outcomes.
• Contribute to internal process improvements and cross-functional initiatives with a strong customer-centric perspective.
• Support creation of training materials and enablement resources for end users and stakeholders.
• Participate in coordination with corporate and government teams for product updates, beta programs, and marketing initiatives.
• Travel as required, up to 25%.

Requirements:

• 3–5+ years of experience in customer success, account management, pre-sales, or customer support roles.
• Strong communication, presentation, and stakeholder management skills across technical and business audiences.
• Experience managing enterprise SaaS or data platform customers in complex environments.
• Solid understanding of APIs, REST architecture, authentication, and cloud concepts (Azure preferred).
• Ability to build and execute account plans, define success metrics, and track retention and growth indicators.
• Strong analytical and investigative skills with the ability to translate data into actionable insights.
• Experience collaborating across cross-functional teams while managing multiple priorities independently.
• Knowledge of data integration models, including real-time and batch processing systems.
• Familiarity with regulatory, credit risk, supplier risk, and TMT-related business domains.
• Basic understanding of AI concepts and interest in responsible AI practices and continuous learning.
• Strong documentation and process improvement skills in dynamic environments.
• Bachelor's degree in business, economics, finance, marketing, or a related field.

Benefits:

• Competitive base salary ranging from 98,800 USD to 143,350 USD depending on experience and location.
• Eligibility for incentive compensation based on performance.
• Comprehensive healthcare coverage including medical, dental, and vision insurance.
• Paid time off, parental leave, and flexible work arrangements.
• 401(k) retirement plan with company and employee contribution options.
• Life, disability, and accident insurance coverage.
• Employee stock purchase plan with discounted access.
• Tuition reimbursement and professional development support.
• Inclusive and collaborative work environment focused on innovation and learning.