Overview TigerGraph is a platform for advanced analytics and machine learning on connected data. TigerGraph's core technology is the only scalable graph database for the enterprise. Its proven technology supports fraud detection, customer 360, MDM, IoT, AI, and machine learning. Fortune 500 organizations and the most innovative mid-size and startup companies choose TigerGraph to accelerate their analytics, AI, and machine learning. As a Customer Success Manager, you will play a pivotal role in building and maintaining strong, trust-based relationships with our customers. You will serve as the primary point of contact for a positive customer experience while driving business outcomes and identifying opportunities for expansion and increased adoption. You will also be the advocate within TigerGraph to ensure our customers’ success. Responsibilities Customer Advocacy: Serve as the advocate for customer needs within the company, work closely with product, engineering, and support teams to address customer feedback and ensure seamless interactions. Understand and promote the customers’ business goals, challenges, and success metrics. Ensure Strong Business Relationships: Partner with Sales to develop and track key relationships across TigerGraph with customer executives and technical leaders. Driving Business Outcomes: Collaborate with customers to implement strategies and solutions that align with their objectives, delivering measurable results and ROI. Identifying Expansion and Adoption Opportunities: Proactively identify opportunities to increase adoption, promote additional features, and partner with sales to drive upsells. Health Monitoring and Proactive Engagement: Monitor customer health metrics, identify potential issues, and address them to prevent churn. Training and Support: Provide solution training, best practices, and resources to enhance the customers’ understanding of TigerGraph solutions. Reporting and Insights: Prepare and present regular business reviews and usage reports to customers, showcasing outcomes, performance, and value creation. Regular On-Site Visits: Visit customers to understand their operations, priorities, and personnel. Requirements Bachelor’s degree or equivalent work experience in Computer Science, Analytics, Business, or a related field. 7+ years of experience in customer-facing roles for enterprise clients (e.g., Customer Success, Consulting, or Account Management). Additional Qualifications Knowledge of Big Data or complex data solutions, graph databases, data analysis, and relational database design. Proven track record of ownership and driving resolutions. Strong relationship-building and communication skills, with ability to engage and influence stakeholders at all levels. Strategic thinking with a customer-first mindset. Experience with CRM software (e.g., Salesforce, HubSpot) and customer support tools. Ability to identify growth opportunities and align them with customer success strategies. Skills and Characteristics Ability to work independently and build relationships with customers, partners, and internal teams. Empathy for customer challenges. Excellent written, verbal, and presentation skills; ability to communicate complex information clearly. Key Performance Indicators (KPIs) Net Revenue Retention (Churn & Expansion) Customer Loyalty Adoption Case Studies and References Location and Salary This position is primarily remote; location-based requirements may apply. If located near an office, a hybrid arrangement (2-3 days in-office) may be available. Anticipated salary range for Redwood City, CA: $160,000 - $180,000. Final offer depends on factors including experience and applicable location. Equal Employment Opportunity TigerGraph is an Equal Employment Opportunity employer. We do not discriminate on the basis of any protected status under applicable law. #J-18808-Ljbffr TigerGraph
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