Senior Customer Success Manager

Senior Customer Success Manager

As a Senior Customer Success Manager at DataSnipper, you will play a pivotal role in ensuring our customers achieve their goals using our innovative, AI-powered solutions. You will own the customer journey, from onboarding to driving long-term value and retention, fostering strong relationships built on trust and collaboration. You'll help customers unlock their potential value while contributing to the growth and success of our business.

This role offers a unique opportunity to work closely with professionals who are the backbone of global capital markets, deliver exceptional service, and build a thriving community for our customers. If you're passionate about customer success and ready to own the moment, we'd love to hear from you!

About DataSnipper

Audit and finance are still massively manual and we are changing that. DataSnipper is a $1B, bootstrapped unicorn with 600,000+ users across 180+ countries, already embedded in the daily workflows of top audit and accounting firms.

Now, we are taking things further with our Excel Agent, bringing AI directly into where the work actually happens. Unlike generic AI tools, we do not sit on the sidelines. Our AI operates inside Excel, with access to real documents and audit evidence, meaning it does not just generate answers, it does the work, with full traceability.

We are not just applying AI, we are redefining how audit gets done. If you want to build something category-defining at scale, this is the place.

What You Will Do

• Act as a Trusted Advisor: Serve as a strategic partner to key stakeholders including Audit Partners and Managers, Controllers, Finance Directors, and IT decision-makers, guiding them through business transformation enabled by DataSnipper.
• Drive Business Transformation: Help customers reimagine their workflows and processes, demonstrating how DataSnipper's AI-powered capabilities can deliver measurable efficiency gains, cost savings, and quality improvements across audit and finance functions.
• Deliver Strategic Consultative Solutions: Provide expert guidance tailored to each customer's unique business challenges, helping them optimise audit and finance workflows and achieve their strategic objectives using DataSnipper.
• Champion Product Adoption and Value Realisation: Conduct comprehensive training sessions, establish regular Business Reviews, and develop success plans that ensure customers adopt DataSnipper features and realise maximum business value.
• Build Deep Customer Relationships: Cultivate strong, long-term partnerships built on trust, deep industry understanding, and a genuine commitment to your customers' success and business outcomes.
• Collaborate Cross-Functionally: Partner with Product, Engineering, Sales, and Solutions Engineering teams, sharing customer insights on workflow challenges, use cases, and technical requirements to drive product innovation.
• Advocate for Customer Success: Deeply understand your customers' audit methodologies, compliance requirements, and business goals, providing feedback internally to ensure DataSnipper addresses real-world needs.
• Support Strategic Growth: Identify and drive expansion opportunities within your portfolio, working with Sales to demonstrate ROI, facilitate pilots, and expand adoption across teams and service lines.
• Ensure Seamless Technical Implementation & Platform Expertise: Partner with customers on onboarding, including setup, AI configuration, and workflow customisation, while staying current on DataSnipper's platform, AI capabilities, and automation best practices.
• Lead Strategic Engagements: Plan and facilitate in-person and virtual sessions with audit and finance teams to drive adoption, share transformation best practices, and address challenges that could impact retention.
• Develop Comprehensive Success Plans: Create strategic roadmaps for each customer, outlining transformation goals, adoption milestones, expansion opportunities, engagement tactics, and success metrics.
• Monitor Health and Business Impact: Track and forecast key metrics including user engagement, feature utilisation, business value delivered, expansion opportunities, retention risks, and technical health indicators.

What You Bring

• Customer Success Experience: 5+ years of experience in Customer Success, Account Management, Solutions Consulting, or another client-service role in B2B SaaS, with a strong grasp of the customer success motion (onboarding, adoption, renewals, and expansion).
• Trusted Advisor Mindset: Passion for being a strategic partner to customers, building deep trust-based relationships, and driving business transformation that delivers exceptional value.
• Business Transformation Focus: Proven ability to help customers reimagine processes and workflows, demonstrating how technology can drive measurable business outcomes.
• Accountability and Ownership: Strong sense of ownership and the drive to master your craft, take initiative, and ensure no detail is overlooked.
• Collaborative Spirit: Thrives in cross-functional teamwork and builds meaningful partnerships with customers and internal stakeholders.
• Adaptability and Growth Mindset: Learns quickly and thrives in a dynamic, fast-paced environment where customer needs and priorities evolve.
• Excellence in Communication: Professional fluency in English (written and spoken), with the ability to engage stakeholders at all levels - from audit associates to C-suite.
• Audit Background: Hands-on experience in external or internal audit, or assurance is nice to have

What We Offer

• Excellent salary + stock participation plan
• Flexible paid time off
• Comprehensive medical and dental coverage
• 401K match
• Paid parental leave
• Company-sponsored lunch
• Hybrid mode of work (at least 3 days onsite in our New York City office)
• Being part of one of the fastest-growing scale-ups in the Netherlands
• Make an impact by disrupting the finance industry with us
• A flexible and growing organization with lots of opportunities to learn and develop
• International working environment, with a team of friendly and driven colleagues
• Access to OpenUp and Talkspace, the mental health and wellness platform
• Multiple social activities for team building

This role is your opportunity to live out our team's values, owning the moment to drive consistent success for your customers and excellence in everything you do. If this sounds appealing to you, we'd love to speak with you!