Sr Customer Success Manager, Lead

Treasure Data

At Treasure Data, we’re on a mission to radically simplify how companies use data and AI to create connected customer experiences. Our intelligent customer data platform (CDP) drives revenue growth and operational efficiency across the enterprise to deliver powerful business outcomes.

We are thrilled that Forrester has recognized Treasure Data as a Leader in The Forrester Wave™: Customer Data Platforms For B2C. It's an honor to be acknowledged for our efforts in advancing the CDP industry with cutting-edge AI and real-time capabilities.

Furthermore, Treasure Data employees are enthusiastic, data-driven, and customer-obsessed. We are a team of drivers—self-starters who take initiative, anticipate needs, and proactively jump in to solve problems. Our actions reflect our values of honesty, reliability, openness, and humility.

Your Role

As a Senior Customer Success Manager, Lead, you are a trusted strategic partner to our most complex and high-value customers. You are responsible for driving measurable business outcomes such as accelerated time-to-value, increased ROI, improved product adoption, and growth in Net Revenue Retention (NRR). You’ll work closely with key stakeholders to champion use cases aligned to Treasure Data’s CDP and MarTech offerings, while also advocating internally on behalf of the customer.

This role blends customer-facing strategy execution with internal influence and cross-functional collaboration. You’ll take ownership of customer outcomes by coordinating internal teams, guiding customer strategy, and navigating ambiguity with confidence and agility. As a Lead CSM, you’ll also provide mentorship and knowledge-sharing within your CSM pod—enabling the growth of your peers while expanding best practices.

Responsibilities

• Partner with Customer Success Managers to proactively address complex customer needs and ensure timely delivery of impactful solutions - Lead pod meetings that drive team alignment, promote best practice sharing, and encourage collaborative problem-solving.
• Mentor pod members through consistent 1:1 sessions focused on professional development, skill enhancement, and customer engagement strategies.
• Act as a key escalation point and trusted advisor for customers, delivering prompt, thoughtful responses that enhance satisfaction and loyalty.
• Build deep expertise in the Treasure Data Platform and core CDP applications to strategically guide customers in maximizing value.
• Lead coordination of customer and internal meetings, ensuring alignment of stakeholders and clear ownership of action items to drive forward momentum.
• Manage the lifecycle of operational and support cases, overseeing timely resolution and communicating progress to customers and internal partners.
• Develop and deliver high-quality presentation materials, meeting agendas, and instructional communications that facilitate understanding and alignment.
  
  

Requirements

• Customer Success Certification, Related Associate or Bachelor's Degree, or some relevant work experience.
• Typically requires 12 years of related experience, with a background in one or more of the following areas: Marketing, SaaS/Martech/Adtech, Analytics/Business Intelligence or equivalent combination of education and experience.
• Written and verbal communication skills focused on customer service.
• Technical acumen.
• Business and strategic curiosity.
• Active listening and careful note-taking skills.
• Self-motivated and proactive learner, capable of identifying knowledge gaps and independently acquiring necessary expertise
• Exposure to Google Suite (Mail, Sheets, Calendar) and Gainsight a plus.
  
  

Physical Requirements

Working out of our New York, NY office according to our “Global Hybrid Working Policy.”

Travel Requirements

25% Travel to customers.

Perks And Benefits (US)

Our benefit package showcases our culture of care and empathy with

• Comprehensive medical, dental, vision plans and Employee Assistance Program (EAP)
• Competitive compensation packages
• Company paid life insurance 3x salary
• Company paid short- and long-term disability coverage
• Retirement planning (401K) with 4% company match
• Restricted Stock Units (RSU)
• Flexible Time Off (FTO)
• Up to 26 weeks paid parental leave
  
  

About Treasure Data

Treasure Data is the Intelligent Customer Data Platform (CDP) built for enterprise scale and powered by AI. Recognized as a Leader by Forrester and IDC, Treasure Data empowers the world’s largest and most innovative companies to deliver hyper-personalized customer experiences at scale that increase revenue, reduce costs, and build trust.

Through unique capabilities such as the Diamond Record, AI Agent Foundry, and AI Decisioning with Real-Time Personalization, Treasure Data enables marketing and CX teams to personalize cross-channel engagement in real-time, optimize marketing spend while increasing ROI, and drive customer lifetime value through more intelligent retention and loyalty.

Our Dedication To You

We value and promote diversity, equity, inclusion, and belonging in all aspects of our business and at all levels. Success comes from acknowledging, welcoming, and incorporating diverse perspectives.

Diverse representation alone is not the desired outcome. We also strive to create an inclusive culture that encourages growth, ownership of your role, and achieving innovation in new and unique ways. Your voice will be heard, and we will help amplify it.

Agencies And Recruiters

We cannot consider your candidate(s) without a contract in place. Any resumes received without having an active agreement will be considered gratis referrals to us. Thank you for your understanding and cooperation!