Customer Success Manager

Datadog is the leading service for cloud-scale monitoring. It is used by IT, operations, and development teams who build and operate applications that run on dynamic or high-scale infrastructure. Because Datadog collects metrics and events from 100+ different technologies and services out of the box, including other monitoring tools, you can monitor your entire stack in one place, without any gaps.

Datadog is seeking an energetic, self-motivated person who enjoys working in a fast­-paced environment and has a passion for making customers successful. In this role you will work with existing customers to proactively drive adoption, while acting as the voice of your clients internally at Datadog. As a trusted business partner you are laser focused on a positive customer experience above everything else. The Customer Success group will be responsible for the entire install base, owning on-boarding, trainings, renewals, and customer loyalty.

You will ultimately be responsible for engaging with customers post ­sales, driving user adoption and satisfaction while ensuring high retention rates.

• Develop a trusted advisor relationship with key customer stakeholders through consistent and open lines of communication.
• Engage in consistent, proactive customer calls and meetings to positively impact customer loyalty and revenue growth.
• Partner with new business team to ensure smooth transition and develop a plan for ensuring Datadog is the monitoring solution of choice and a part of their core infrastructure.
• Work with customers to ensure they are leveraging the solution effectively and finding value in the service.
• Identify growth opportunities within named accounts while ensuring high renewal rates.
• Proactively monitor and identify usage trends in order to uncover renewal risks, while supporting greater adoption rates.
• Work closely with Datadog resources as necessary (support ­ tickets, product ­ roadmap, finance ­ contract terms, etc.).
• Track customer interaction within Salesforce.com

• Bachelor’s Degree and 3+ years sales/account management experience via phone and web.
• High technical competence with an understanding cloud computing of enterprise IT concepts.
• Experience tracking customer information within a CRM tool, preferably Salesforce.com.
• Comfortable negotiating contract terms and overcoming pricing objections.
• Strong analytical skills ­ familiar with SaaS, or subscription based software plans based on Monthly Recurring Revenue (MRR).
• Highly consultative ­ enabling you to assess the potential of a client and develop a strategy for growing their business.
• Confident, with strong interpersonal skills and a true team player.