Customer Success

Enterprise Customer Success Manager (Remote)

Preferable Location(s): Raleigh, United States of America
Work Type: Full Time

Our team is looking for a customer success manager who is laser focused on driving customer value. You will work hand in hand with customers across the entire lifecycle - ensuring a smooth onboarding, quick time to value, and ongoing retention. Driven by a strong belief in the business applications of knowledge graphs, you’ll work with key customers to strategically increase overall awareness, adoption and expansion of our flagship product, TopBraid EDG. As an early member of the CS team, you’ll have a strong influence on building our approach and opportunities to grow. You may work remotely or join us in our Raleigh, NC office.


What you’ll be doing:

  • Coordinate all internal teams to ensure a seamless transition from Sales, focusing on getting early wins and building momentum and support for TopBraid EDG 
  • Be a single point of contact across all stages of the customer lifecycle 
  • Develop a deep understanding of the business problems customers are trying to solve and advocate internally on their behalf (e.g. product, support, etc.)
  • Build strong customer advocates at all levels of the organization (IT to user to Exec) that enable you to become a trusted advisor to our customers
  • Jointly build customer success plans with customers and run periodic business reviews
  • Manage the renewal process for each customers and identify opportunities to increase adoption across the organization
  • Identify opportunities for customer references and case studies.
  • Monitor Customer Success through metrics and other measurements to ensure we are exceeding customer expectations


Your superpowers:

  • Dogged obsession over customer value-  building relationships, understanding customer needs and how we are delivering value
  • Keen listener possessing the “empathy gene”
  • Having a “why not” mentality fueled by an innate curiosity to learn and apply technology to solve real world business problems
  • Being able to keep many balls up in the air and prioritizing the important ones
  • Foresight to envision systems and repeatable processes that save time and improve quality

Your currencies

  • Excellence: You like to set goals and hit them. Numbers matter and you take them seriously.
  • Building something new: You’re a direction setter and are comfortable with ambiguity. You like looking back after 6 months knowing that what you do today is more efficient than what you did back then. 
  • Relationships: You get joy from seeing others succeed.

Bonus:

  • Proven success managing customers in a Customer Success / Account Management / Consulting role (B2B SaaS experience is a plus); 2+ years
  • Experience with enterprise relationship development
  • Knowledge of semantic technologies and/or  experience in enterprise applications, BI/analytics, big data, data management solutions

Working at TopQuadrant best exemplified by our values

  • Boldly Customer-Centric. Every decision we make boils down what is best for the customer
  • Substance over Style: Focusing on flat hierarchy, being decisive, constantly improving, and taking feedback. May the best ideas win.
  • Connections matter. A team that sticks together is unstoppable. Presume the best intent and inspire others. 
  • Trust & Flexibility. We are more than any one label. Remote-first, well-compensated (competitive salary, bonus, and extended benefits) teammates get better work done, smile more, have great work-life balance and, frankly, are more fun to work with. 
  • Having a “Killer app” mindset. Building technology to solve real problems. Work with your team, pick a lane, and run.

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