Senior Customer Success Manager

🕒 April 22

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Posit PBC

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2009

☁️ SaaS

🏢 Enterprise

📚 Education

SaaS • Enterprise • Education

Posit PBC is a public benefit company that develops and maintains open-source and commercial software for data science, scientific research, and technical communication. The company provides developer-focused tools and managed services—such as Posit Connect, Posit Workbench, Posit Package Manager, Posit Cloud, RStudio/Positron IDEs, Quarto, and Shiny—to help teams build, share, and deploy R and Python workflows at scale, with enterprise security, governance, and support. Posit also offers education and community programs (Posit Academy, conferences, and community projects) to help users learn and adopt open-source data science.

📋 Description

• Drive Adoption & Value Realization: Own the customer journey end-to-end — from onboarding through renewal and expansion. Develop and execute strategies to maximize utilization of Posit's products, including on-premise deployments, ensuring measurable business outcomes are achieved at each stage of the lifecycle. • Be a Strategic Partner: Understand each customer's business and data science goals, proactively build plans to help drive toward those goals, and bring best practice guidance and tailored recommendations for how they can advance their journey with Posit. • Build Strong Relationships: Develop trusted relationships with end users and executive stakeholders across each account. Engage across business and IT functions — from data scientists and analysts to IT architects and leadership — tailoring your communication to each audience. • Partner with Account Management: Collaborate closely with Account Management to develop and execute long-term account strategies, aligning on goals for customer success, retention, and expansion. Surface and hand off expansion opportunities with supporting context and recommendations. • Manage Risk Proactively: Anticipate risks early, develop mitigation plans, and escalate critical issues through the appropriate internal channels. Communicate with customers proactively about potential risks before they become problems. • Be the Voice of the Customer Internally: Surface customer pain points, patterns, and feedback to Product, Engineering, Sales Engineering, and Support. Contribute to building referenceable customers and advocacy opportunities. • Maintain Accurate Account Documentation: Keep Salesforce, Success Plans, and relevant Slack channels up to date so all internal stakeholders have visibility into account health, risk flags, and engagement status.

🎯 Requirements

• Experience in Customer Success, Professional Services, or Strategic Account Management roles supporting enterprise clients, preferably in highly regulated industries, with experience in technically complex SaaS and on-premise solutions. • Proven track record of proactively guiding enterprise customers toward business success, especially through periods of friction and complexity. • Strong business acumen and passion for showing how advanced analytics and BI tools can be leveraged to make data-driven decisions and drive greater growth. • Excellent relationships, building stakeholder management, and consultative skills, with the ability to build customer trust. • Experience collaborating strategically with Sales and Account Management teams to achieve shared goals. • Proactive and results-oriented approach with a strong focus on customer success, with an aptitude for understanding and navigating business and technical complexities. • Strategic thinking and tactical execution abilities; strong account management and organizational skills, with the ability to manage complex engagements. • Clear and confident communication is essential, especially when leading customers through complex decisions and explaining concepts. • Experience with CRM tools (Salesforce preferred) and other relevant productivity software.

🏖️ Benefits

• 100% of medical, dental, and vision insurance premiums are covered for employees and their families! Fertility and gender-affirming healthcare is included in all of our plans. • Supplemental mental health and wellness benefits are available via Ginger even if you don’t opt in to our insurance plans, including Ginger for teen family members. • Posit's gender-neutral paid parental leave policy covers all new parents, including foster and adoptive parents. • All full-time employees are eligible for 401k enrollment starting on day one. • After six months of employment, Posit provides a substantial yearly match to employee 401K contributions. • An annual profit-sharing bonus for employees recognizes our team’s contributions to company performance across the year. • We are a 100% distributed team. You are also welcome to come into our Boston office. • We offer a $400 monthly reimbursement for coworking space rental if you prefer to work away from home. • Our Lifestyle Savings Account offers an initial deposit of $1800 and then an additional quarterly stipend of $375 to cover the costs of professional development, wellness, financial health, charitable giving, and remote work support. • We provide a flexible environment with a generous vacation policy that encourages a minimum of four weeks PTO per year plus 15 paid company holidays.