Customer Success Manager (Databricks)

At Databricks, we make Big Data simple. The state-of-the-art in Big Data is “simple things complex, complex things impossible.” We think the future should be “simple things easy, and complex things possible.” Join us and work with world’s leading experts in distributed systems, databases, and networking to help build a next-generation Big Data platform that users love.

We are looking for a Customer Success Manager who understands the value of nurturing customer relationships. You will ultimately be responsible for engaging with customers post-sales, driving user adoption and satisfaction and ensuring high retention. The customer engagement team at Databricks is in charge of leading the adoption of Apache Spark and Databricks Cloud with our customers. A critical part of this mission is ensuring that our users have a fantastic experience with Databricks Cloud during the entire customer lifecycle, and make it a rapidly growing component of their data-driven operations.

We’re currently looking for ambitious new hires that bring together a passion for and understanding of Big Data technologies, strong analytics capabilities, and a spike in relationship management to help stand-up and grow this function within our team.

Databricks’ vision is to empower anyone to easily build and deploy advanced analytics solutions. The company was founded by the team who created Apache® Spark™, a powerful open source data processing engine built for sophisticated analytics, ease of use, and speed. Databricks is the largest contributor to the open source Apache Spark project providing 10x more code than any other company. The company has also trained over 20,000 users on Apache Spark, and has the largest number of customers deploying Spark to date. Databricks provides a just-in-time data platform, to simplify data integration, real-time experimentation, and robust deployment of production applications. Databricks is venture-backed by Andreessen Horowitz and NEA. For more information, contact info@databricks.com.

RESPONSIBILITIES

  • Proactively manage Databricks top tier accounts
  • Drive increased renewal rates and reduce churn
  • Expand our revenue in accounts through up-sell and expansion
  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
  • Drive new business growth through greater advocacy and reference-ability
  • In charge of defining, gathering and maintaining core metrics (e.g., user engagement, user satisfaction) and identifying targets for upsell or churn-risk
  • Identifying key pain points in customer experience and working with customer engagement, product, and engineering teams to ensure they are addressed moving forward
  • Retention likelihood and upsell opportunity tracking and handoffs with sales team
  • Gathering customer feedback (e.g., designing and sending out customer surveys)
  • Orchestrate main customer communications (e.g., release notes, new features)
  • Working with marketing to establish referenceable customers

QUALIFICATIONS

  • Good grasp of Big Data space (e.g., technology, use cases, competitive landscape)
  • Strong customer communication and presentation skills
  • Strong analytical capabilities
  • Experience in a customer-relationship role in a SaaS setting a strong plus, but not a necessity
  • 4-year degree required

BENEFITS

  • Medical, dental, vision
  • 401k Retirement Plan
  • Unlimited Paid Time Off
  • Catered lunch (everyday), snacks and drinks
  • Gym reimbursement
  • Employee referral bonus program
  • Awesome coworkers
  • Maternity and paternity plans

 
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Job posted 1/20/2017