Manager, Customer Success

⭐ About the team:

Reporting into the Head of Customer Success, you will be joining a team of 8 Customer Success Managers and 1 Enablement Specialist, located in New York, Paris, and Singapore - and whose missions are:

• the retention of our customers once they are successfully onboarded (Gross retention rate)
• their satisfaction (NPS)
• their expansion (Net retention rate)

This team has been instrumental for DataDome’s strategy and growth: be ready to join a rocket! 🚀

DataDome’s core values include #TeamSpirit and #Passion. You will be expected to collaborate closely with other teams (Delivery, Sales, Product, Marketing, Technical teams, etc) and show great enthusiasm and energy.

Your scope:  As the Manager of Customer Success you will be...

👉 In charge of things like...

BUILD: Be the guardian of our best practices and own strategic projects

• Forecast retention and implement mechanisms to mitigate an resolve churn risks at scale
• Work closely with Finance & Ops teams on strategy and capacity planning, territory management and segmentation.
• Together with the Customer Success leadership (Head of CS and EMEA Lead), translate the company strategy into the Customer Success Masterplan.
• Own Build projects (3 to 6 months strategic projects) and deploy the tactics accordingly

PEOPLE: Hire, train, coach and develop the Customer Success Managers

• Ensure a fit between DataDome’s growth objectives and the CS team organization in the US
• Ensure the right framework for fulfillment, commitment & performance of CSMs (3 to date, 4 by the end of 2023)
• In collaboration with the CS Enablement Specialist, build and deploy a predictable Hiring and Training program for a quick and smooth ramp up of new joiners.

RUN: Responsible for reaching DataDome’s retention and expansion objectives in the US

• Ensure a fit between DataDome’s growth objectives and the performance of the US CS team: measure and track performance, identify best practices, bad practices and gaps. Enrich the Masterplan with key priorities/focus to improve performance.
• Ensure close follow-up and closing of renewal or upsell opportunities through supporting, coaching and challenging the team
• Work towards always improving customer playbooks: business reviews, success plans, business cases, escalation processes, etc.
• Ensure smooth relationships with key stakeholders and avoid any friction that could impact customers’ satisfaction

👤 It would be great if...

• Have at least 5+ years of experience directly leading CS front-line managers and a track record of achieving results by inspiring the team and creating high levels of accountability
• Prior experience operating in a mature Customer Success organization at a B2B SaaS company that scaled to $50M or more in ARR.
• Track record of Customer Success delivery through a well-oiled customer journey and repeatable engagement methodology
• Understanding of the subscription model (MRR/ARR) and metrics/KPIs
• Experience in Cybersecurity is a real advantage
• Experience driving high levels of operational rigor within the team to deliver results at scale
• A deep understanding of the customer journey and how to define and measure success in B2B SaaS
• A customer-focused mindset and passion for customers’ success with the ability to balance the needs of the customer with those of the business

Bonus Points

• You speak multiple languages (English mandatory, Spanish and French a plus)
• You are eager to learn and have a great ability to adapt in a constantly evolving and fast-paced environment

What’s in it for you?

• 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?

• Talent Acquisition Manager will contact you for a first chat (15-30 mins)
• You will then meet with the Head of Customer Success (60 mins)
• You will complete a presentation with the Head of CS and other team members (60 mins)
• The final step will be a one-on-one meeting with our CEO (30 mins)
• Welcome to DataDome!

🦄 DataDome’s bot and online fraud protection detects and mitigates attacks with unparalleled accuracy and zero compromise. Our machine-learning solution analyzes 3 trillion signals per day to adapt to new threats in real-time. Hundreds of enterprises worldwide—including Reddit, Rakuten, and AngelList—trust DataDome’s solution and 24/7 SOC experts to protect their mobile apps, websites, and APIs against online fraud, ATO, carding, scraping, layer 7 DDoS, credential stuffing, and more.

A force multiplier for IT and security teams, DataDome is fully transparent, easy to deploy, and frictionless for consumers. We offer the only secure, user-friendly, and privacy-compliant CAPTCHA integrated with our complete 360° bot detection solution. With 25+ regional PoPs and autoscaling technology, DataDome responds to requests with zero latency and no impact on the speed of protected platforms.

DataDome was ranked top G2 Leader in Bot Detection & Mitigation for three consecutive periods: Fall 2022-Spring 2023, was named a Strong Performer in the 2022 Forrester Wave: Bot Management, and placed 21st in cybersecurity on the Inc. 5000. Certified a Great Place to Work in the US and France, DataDome’s dedicated team of 160+ BotBusters spans the globe as far as its high-profile customer base.

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.