Senior Customer Success Manager

Responsibilities

• Own a portfolio of enterprise accounts with a $6M+ USD book of business, driving retention and growth.
• Build relationships across complex organizations, from end users and technical buyers to C-suite and VP-level executives.
• Use health scores, product usage data, and engagement signals to prepare for customer interactions and deliver measurable value.
• Maintain success plans, stakeholder maps, risk flags, expansion signals, monthly account pulses, and agreed next steps.
• Collaborate with Sales, Product, and Engineering to support customer goals, mitigate risk, and advocate for customer needs.
• Partner with an AE, BDR, and SE as the customer-success anchor for accounts across DACH, Nordics, and Benelux.
• Manage enterprise accounts in DACH with cultural fluency and senior in-region relationship-building skills. German language skills are required.
• Research business units, personas, and decision-makers; conduct targeted outreach to identify expansion opportunities.
• Contribute to playbooks, engagement templates, and team best practices.
• Use AI tools and workflows for account research, usage-signal synthesis, documentation, outreach, and customer preparation.
• Mentor and coach less experienced CSMs.

Success Measures

• Net revenue retention across the enterprise portfolio.
• Customer health score trends and reduction in at-risk accounts.
• Quality and completeness of success plans and account documentation.
• Expansion pipeline sourced from existing accounts.

Requirements

• 6+ years of experience in customer success, account management, or a related field.
• Track record managing large enterprise accounts with 10,000+ employees and a $6M+ book of business, with accountability for retention and growth.
• Ability to build and navigate relationships with VP and C-suite stakeholders.
• Proficiency with customer-success platforms, CRM tools, and health-scoring methodologies.
• Prospecting and outreach skills, including account research, stakeholder mapping, and pipeline development.
• Experience working with technical buyers in IT, engineering, security, or data science.
• Ability to translate technical risk and product capabilities into business impact.
• Comfort using AI-assisted tools for research, documentation, outreach, and account preparation.
• Exceptional verbal and written communication skills, including with executive audiences.
• Bachelor's degree or equivalent experience.
• Willingness to travel up to 25% for customer visits, executive business reviews, and key account engagements.
• German language proficiency.

Nice-to-Haves

• Experience in a high-growth or early-stage company where processes were built from scratch.
• Familiarity with open-source ecosystems, software package management, dependency management, or supply-chain security.
• Experience discussing license compliance exposure and vulnerability workflows with technical buyers.
• Experience engaging Director-level and above IT, Engineering, and Data Science stakeholders on enterprise deployment and Anaconda products.
• Contributions to playbooks, templates, peer coaching, or process improvements.
• Experience in open-source, data science, or high-growth technology companies.
• Experience using or standardizing AI-assisted workflows in customer success or account management.

Benefits

• Fully remote setup with flexible hours.
• High-performance environment where results are recognized and rewarded.
• Opportunity to work on enterprise data science, machine learning, and AI.
• Collaborative culture emphasizing clarity, candor, employee wellbeing, and growth.