Customer Success Manager-US

⭐ About the team: The Customer Success Team is the cornerstone of DataDome and we are laser focused on achieving their goals. With more than 300 clients across all regions, we are currently growing our dedicated Customer success Team in our offices in Paris and in New-York.

To support its exponential international growth, DataDome is looking for a CSM to join the team in New York, operating globally to report directly to the Head of CSM.

👉 You will be more specifically responsible for accounts in the US

Your objectives will include:

1. Ensure our Customers achieve their objectives with DataDome solution.
2. Drive the best customer experience as trusted advisor throughout the Customer journey.
3. Secure 100% of contracts’ renewal.
4. Convert monthly committed customers into yearly contracts.
5. Trigger satisfaction to promote expansion

👉 Your scope:

• Know your assigned accounts: understand their business, challenges, and objectives expected with bot protection.
• Guide your customers through each step of DataDome's customer journey, triggering the next steps to achieve the business value faster and secure the renewal.
• Build a solid base of referenceable users from your accounts and turn them into promoters and DataDome ambassadors.
• Engage customers into co-writing customer stories and sharing their feedback and experience on peer to peer review sites (eg G2.com).
• In collaboration with the Technical Account Managers, evaluate current adoption maturity level and blockers to adoption, and provide best practices along with the best approach to increase adoption for a successful renewal
• Anticipate any threats and risk zones that could prevent customers from achieving their goals, being satisfied or renewing their contract, and build a risk mitigation plan or escalate as needed.
• Own, drive and manage contract renewal negotiations for timely signatures and execute all necessary strategies to trigger up-sells.

👤 It would be great if...

• At least 4+ years in a Customer Success, or Account Management role
• Proven experience handling complex negociations
• Track record in exceeding gross retention rate and achieving net retention rate
• Previous experience in a B2B SaaS environment is mandatory
• Experience working with a technical / corporate IT base
• Bachelor’s Degree or equivalent experience
• Native-like proficiency in English is mandatory

What’s in it for you?

• Flex Life: Remote, hybrid, & in-office options, including working from our NY office, located in Soho + $500 stipend to help you set up your ideal workspace.
  • [For jobs in-office NY] In office perks: WeWorks NY office, located in Soho. Enjoy complimentary snacks, drinks and social events in one of the trendiest neighborhoods in Manhattan + benefit from an additional $500 stipend to set up your ideal workspace.
• Health Benefits: We offer medical, dental, & vision insurance options to keep you feeling your best.
• Professional Development: #Growth is part of our DNA, therefore we invest in your personal learning and development.
• Events & Teambuilding: Feel the #TeamSpirit both virtually & onsite, with several events and workshops planned throughout the year including an annual offsite, winter party, lunch & learns, & much more.
• Parent Care: Gifts & care packages to celebrate growing families.
• PTO: 27 days + 12 national holidays.
• 401 K eligibility + matching.

What are the next steps?

• If your application is selected, our Talent Acquisition Manager will contact you for a first chat
• You will then meet with our Head of CSM
• You will do a 1h work session on typical client situations the AM Lead + another member of the team
• The final step will be a 1to1 meeting with our CEO
• Welcome to DataDome!

🦄DataDome’s bot and online fraud protection detects and mitigates attacks with unparalleled accuracy and zero compromise. Bot protection is the foundation of online fraud prevention, and last year, DataDome’s machine learning solution blocked over 250 billion fraud attacks in real time. Leading global enterprises—including Rakuten and AngelList—trust DataDome’s solution and 24/7 SOC experts to protect their mobile apps, websites, and APIs against ATO, carding, credential stuffing, DDoS, scraping, and more.

A force multiplier for IT and security teams, DataDome is transparent, user friendly, and easy to deploy. The solution adds no latency to protected platforms, responding to each request in under 2 milliseconds thanks to 26+ regional PoPs and autoscaling technology. DataDome is frictionless for consumers, providing optimal security without frustrating human users by integrating the only secure, user-friendly, and privacy compliant CAPTCHA into the complete 360° solution.

Consistently ranked a top G2 Leader in Bot Detection & Mitigation, DataDome was also named a Strong Performer in the 2022 Forrester Wave: Bot Management, placed in the 2022 and 2023 Inc. 5000, and won the 2023 SC Awards Europe for “Best use of Machine Learning/AI”. Certified a Great Place to Work in the US and France, DataDome’s team of BotBusters spans the globe.

DataDome is an equal opportunity employer, and proud to be committed to diversity and inclusion. We will consider all qualified applicants without regard to race, color, nationality, gender, gender identity or expression, sexual orientation, religion, disability or age.