Customer Service Lead

Role Overview
We are seeking a Customer Service Lead to own post-sales customer success and service across our
enterprise accounts. You will lead the customer success function, drive adoption, retention and
satisfaction, and own escalations and account growth across a demanding enterprise client base.
Required Skills
• 15+ years in customer success or service leadership within enterprise software, data or SaaS
• Enterprise account management and relationship ownership at senior level
• Team leadership, SLA management and escalation handling
• Ability to engage credibly with clients on data and analytics topics
Preferred Skills
• Background in data platform, BI or analytics products
• Experience with customer success tooling and adoption frameworks
Key Focus Areas
• Customer success and service leadership
• Adoption, retention and satisfaction
• Escalation and SLA governance
• Account growth and expansion

Mandatory — Data Fluency
Strong, hands-on SQL is mandatory for this role, alongside a solid working knowledge of data
warehousing and business intelligence and/or Snowflake and/or Databricks.