Customer Success Manager

About the Role

As a Strategic Account Manager at Tellius, you'll drive expansion and retention of enterprise and mid-market customers by helping them harness the transformative potential of AI-powered analytics. You'll leverage your consultative sales and stakeholder management expertise to grow revenue through cross-sell and upsell opportunities, while becoming a trusted advisor who helps our customers expand their use of Tellius and unlock potential. You’ll partner with GTM, product, sales, and marketing teams to guide the full post-sales journey—driving implementation, adoption, and expansion—while ensuring customers realize maximum value from Tellius. A self-starter with strong project management skills, you excel at coordinating cross-functional teams to deliver successful analytics outcomes, serving as the conductor of the customer journey.

This role will involve significant travel as needed to customer sites.

Responsibilities

• Lead customer onboarding by leading use case ideation workshops, developing project roadmaps, and managing implementation activities, including coordination of data onboarding
• Guide adoption by delivering enablement sessions, executive briefings (e.g., Quarterly Business Reviews), and crafting success plans that establish milestones and capture ongoing business value
• Build trusted relationships with business executives, analytics teams, and end-users, ensuring customers independently and effectively use Tellius
• Own customer renewals and drive expansion opportunities to deliver strong Net Revenue Retention (NRR)
• Identify risks to retention early, and address them with tailored solutions that align to customer goals
• Drive account growth by collaborating with sales on expansion strategies, upselling additional modules, features, or services
• Act as the customer’s advocate within Tellius, sharing feedback and feature requests with product and engineering while keeping customers informed about updates and roadmaps
• Continually monitor usage analytics and success metrics to track adoption, engagement, and satisfaction, using insights to demonstrate value and guide conversations
• Document customer activities, use cases, and success stories and share insights across sales, product, and engineering to ensure a unified customer experience
• Communicate consistently with customers through recurring meetings, emails, and webinars to keep them updated on features, maintenance, and best practices

REQUIRED QUALIFICATIONS

• 8+ years of experience in customer success, account management, strategy or analytics consulting
• Proven track record of delivering results while managing multiple enterprise or mid-market accounts concurrently
• Demonstrated ability to drive account expansion through cross-sell and upsell strategies that align to customer business needs
• Exceptional customer-facing and stakeholder management skills, with expertise in project/program management
• Experience leading large-scale technology or analytics transformation initiatives from design through adoption
• Ability to thrive in a high-growth, fast-paced startup environment, effectively influencing cross-functional GTM, product, and engineering teams

PREFERRED QUALIFICATIONS

• Experience in the B2B SaaS analytics, BI, or data/AI space, with a strong understanding of modern data stacks and enterprise analytics workflows
• Strong knowledge of data modeling concepts (star schema, snowflake schema, fact/dimension design, normalization/denormalization) and their application in analytics platforms
• Experience designing or working with semantic layers, business-friendly data models
• Demonstrated success working at a high-growth startup, balancing strategic priorities with hands-on execution and adaptability

PERSONAL CHARACTERISTICS

• Proactive and dependable - you don’t wait for direction, and you always follow through
• Quick, curious, and sharp - you value speed and clarity without cutting corners
• Energized by solving problems and working collaboratively
• Startup experience or entrepreneurial mindset - you know how to make things happen without a big machine behind you
• Impeccable follow-through: Never drops the ball and communicates proactively when timelines need to be pushed.
• Data-driven: Knows what metrics matter and can analyze them.
• Customer obsessed: Laser focused on providing value.

Note: This role is only open to candidates currently residing in and authorized to work in the United States.