Strategic Customer Success Manager

Position Overview

• Location Type: Remote (London, UK)
• Employment Type: Full-Time
• Salary: Not specified

About Monte Carlo: As businesses increasingly rely on data + AI for competitive advantage, reliability has become a non-negotiable. Named a CBInsights AI100 company and described by Forbes as the "New Relic for data", Monte Carlo supports some of the world's most prestigious companies, including Fox, Roche, Honeywell, and CreditKarma to deliver trustworthy data + AI at scale. Backed by Accel, Redpoint Ventures, Notable Capital, ICONIQ Growth, and Salesforce Ventures, Monte Carlo is powering the future of reliable data + AI.

About the Role: Monte Carlo is growing its Customer Success team. In the role of Strategic Customer Success Manager, you’ll quarterback the relationship with Monte Carlo’s most significant and most strategic customers to help them bring trust to their data. This includes planning and executing enterprise rollouts, navigating stakeholders and executives, defining and sharing best practices, quantifying and articulating value, nurturing expansion opportunities, and collaborating across product, engineering, sales, and marketing. Monte Carlo believes deeply in Customer Success. Our CEO and co-founder, Barr Moses, was VP of Customer Operations at Gainsight, the Customer Success company. Our first company value is Customer Impact.

Requirements

• 5+ years of experience in Customer Success serving enterprises or consulting for large enterprise clients (strong experience with large clients with over 10k employees).
• Demonstrated track record in an early-stage company or highly ambiguous environment.
• Project and stakeholder management skills to orchestrate large-scale rollouts and manage through enterprise political dynamics.
• Ability to prioritize complex and competing objectives.

Responsibilities

• Lead and manage the entire client journey from onboarding to adoption and value realization.
• Partner with Account Executives to build growth strategies for your book of business and work with them to secure successful renewals and expansions.
• Effectively communicate business value to client executives through strategic reviews and insights.
• Partner with customers to establish clear business goals, timelines, priorities, and success metrics.
• Leverage your Monte Carlo product expertise to prescribe best practices to grow adoption and enhance the value driven from Monte Carlo.
• Identify and develop relationships with client executives that include VPs, C-suite officers, founders, and CEOs.
• Regularly monitor account health and adoption to find opportunities to help customers acquire maximum value from Monte Carlo.
• Project manage the customer journey using internal and external resources as needed.

Company Information

Company Culture: Monte Carlo believes deeply in Customer Success. Equality is a core tenet of Monte Carlo's culture. We are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, and experiences. Monte Carlo is an equal-opportunity employer.

Recognition:

• Monte Carlo Named to American's Most Loved Workplace List 2024
• Monte Carlo Named an Inc. Best Workplace for 2024
• Monte Carlo Named A Top 20 ORG For Venture Capital Funded Companies, Spring 2024
• Monte Carlo Named A Top 5 ORG in San Francisco, Spring 2024

Application Instructions

• Not specified