Enterprise Customer Success Manager

About the Role

Datadog's customers are at the forefront of the digital transformation, and as such, they require a deep understanding of their unique needs and challenges. The Enterprise Customer Success Manager will be responsible for developing and executing a tailored success plan for each customer, leveraging Datadog's platform to drive business outcomes. This will involve working closely with customers to understand their goals, identifying areas for improvement, and providing proactive guidance and support to ensure they achieve their objectives.

What You Will Do

• Partner with Enterprise Account Executives and Solution Engineering teams to onboard, train, and proactively drive adoption with Datadog's largest and most strategic customers
• Build and maintain strong relationships with customers to achieve loyalty and advocacy within their organization
• Collaborate cross-functionally with internal teams, including sales, support, enablement, product, finance, and legal, to ensure a unified approach to customer success
• Own and project manage the onboarding process for new customers, ensuring a seamless transition and high-level engagement
• Become a trusted advisor to the client, partnering to build a clear and concise plan to meet their business goals and objectives
• Monitor and analyze usage trends to uncover renewal risks and identify opportunities for contract growth and optimization
• Develop and deliver regular business reviews and success plans to customers, highlighting value proposition, ROI, and areas for improvement
• Identify and pursue upsell and cross-sell opportunities, leveraging Datadog's full suite of products and services
• Stay up-to-date with industry trends and competitor activity, applying this knowledge to drive innovation and customer success

What We Are Looking For

• Customer-centric approach with a minimum of 3 years of experience in a Customer Success or Account Management role
• Proven ability to manage a wide portfolio of accounts, rolling up to large enterprise corporate accounts
• Knowledge and experience working with Fortune 1000 companies and global brands across all industries
• Strong communication and interpersonal skills, with exceptional attention to detail and the ability to cater to a specific audience, including CTO, VP of Engineering, and DevOps professionals
• Experience in the B2B tech space or with SaaS companies, preferably with a background in observability and security platforms
• Ability to travel for customer onsite visits and events as required
• Business-level fluency in Thai, both verbal and written, to work effectively with customers speaking this language
• Comfortable working in English as the company's day-to-day communication language

Nice to Have

• Experience with customer success platforms and tools, such as Gainsight or Totango
• Knowledge of sales methodologies, such as MEDDIC or Command of the Message
• Familiarity with agile development methodologies and DevOps practices
• Certification in customer success or a related field, such as CSM or CCS

Benefits and Perks

• Competitive salary and bonus structure
• New hire stock equity (RSU) and employee stock purchase plan (ESPP)
• Generous and comprehensive benefits package, including health, dental, and vision insurance
• Flexible PTO policy and remote work stipend
• Opportunities for continuous professional development, including product training and career pathing
• Inclusive company culture with opportunity to join Community Guilds and participate in intra-departmental mentor and buddy programs
• Access to best-in-breed onboarding, sales training, and enablement programs
• Regular team-building activities and social events to foster a sense of community and connection among remote teams

• Develop a strong understanding of Datadog's observability and security platform, including its key features and benefits, to effectively communicate value to customers.
• Build a portfolio of customer success stories and case studies to demonstrate your ability to drive adoption and growth.
• Prepare to talk about your experience working with cross-functional teams, including sales, support, and product, and how you've leveraged these relationships to deliver customer success.
• Research Datadog's company culture and values to understand how you can contribute to and thrive in this environment.
• Be ready to discuss your approach to building and maintaining strong customer relationships, including your strategies for proactive engagement and issue resolution.
• Consider obtaining certifications in customer success or related fields to enhance your credibility and demonstrate your commitment to professional development.
• Practice your communication skills, particularly in English and Thai, to ensure you can effectively engage with customers and internal stakeholders.