Customer Success Manager (Hyderabad)
Astronomer designed Astro, a modern data orchestration platform, powered by Apache Airflow™. Astro enables companies to place Apache Airflow at the core of their data operations, providing ease of use, scalability, and enterprise-grade security, to ensure the reliable delivery of mission-critical data pipelines.
We’re a globally-distributed and rapidly growing venture-backed team of learners, innovators and collaborators. Our mission is to build an Enterprise-grade product that makes it easy for data teams at Fortune 500’s and startups alike to adopt Apache Airflow. As a member of our team, you will be at the forefront of the industry as we strive to deliver the world's data.
Your background may be unconventional; as long as you have the essential qualifications, we encourage you to apply. While having "bonus" qualifications makes for a strong candidate, Astronomer values diverse experiences. Many of us at Astronomer haven't followed traditional career paths, and we welcome it if yours hasn't either.
About this role
As the Customer Success Manager for EMEA, you will own a portfolio of our most important EMEA customer accounts. You’ll drive value for them by bringing Astronomer’s best practices, features, and capabilities to our customers. Along the way, you’ll both inspire and align Astronomer’s data orchestration capabilities with our customer’s strategic business goals.
You will engage customers post-sale, build customer satisfaction and retention, and help customers maximize value from their Astronomer investment. In this role, you will have a significant opportunity to develop a customer success plan to craft the customer journey, identify opportunities, and be the voice of your customers.
What you get to do:
Own the overall relationship with our most important EMEA clients, working with a high level of trust and autonomy to direct resources and practices to solve problems.
Onboard new customers, increase adoption, ensure retention, and drive customer satisfaction.
Travel around the region to visit customers or attend Astronomer meetings (up to 10% of time).
Collaborate with cross-functional teams, including Sales, Product, and Support, to ensure a unified approach to delivering exceptional customer experiences.
Tracking and reporting on key customer adoption and success metrics, which you’ll use to provide customer status updates to our leadership team that proactively identify churn risk and upsell opportunities.
Document findings from customer interactions which enables you to inform both the product roadmap and inform internal stakeholders.
Become a trusted advisor for our customers.
What you bring to the role:
5+ of experience in CSM role(s) for SaaS companies that sell technical products.
Rock solid expertise strategizing for and creating EBRs for customers of varying personas - including highly technical users.
A quantitative approach to understanding, measuring, and forecasting Customer behavior and revenue.
Understanding corporate IT projects and processes.
A POV on escalation management and development of go-to-green plans.
Desire to learn, general curiosity, and passion for making customers happy.
Bonus points if you have:
Experience in customer success or account management, professional services, delivery management, or technical account management with data-related products
Direct experience working with data scientists, data engineers, data architects, or other data professionals.
Deep knowledge of developer tools or technical infrastructure products such as Cloudera, Databricks, AWS, Azure, Google Platform, SAS, Python, Docker, or Kubernetes.
A background with data-specific tooling, such as Tableau, ETL technologies or other Analytics Solutions, Apache Airflow, or SQL.
At Astronomer, we value diversity. We are an equal opportunity employer: we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Astronomer is a remote-first company.