Customer Success Manager, Strategic - North America

About the job

Mission

Helping customers derive real value from their data - through trusting relationships and sustainable success with KNIME.

Role Overview

As a Strategic Customer Success Manager, you’ll guide a named portfolio of large enterprise customers through their entire journey—from onboarding to successfully integrating KNIME into their daily workflows. You’ll serve as a central point of contact, build strong relationships, and work closely with account managers and internal experts to translate customer goals into measurable value.

Responsibilities

• Guide customers through onboarding, enabling users and admins while accelerating time-to-value and building strong adoption foundations.

• Translate usage into measurable outcomes, align on success metrics, and ensure customers see continuous value from KNIME.

• Run structured check-ins and business reviews to maintain alignment, highlight progress, and define next steps.

• Build executive sponsor relationships and navigate multi stakeholder, multi business unit organizations

• Identify growth opportunities through usage patterns and stakeholder engagement, and partner with Account Executives  to drive expansion.

• Ensure predictable renewals through early risk identification, clear value communication, and structured renewal planning.

• Depending on your focus, manage either strategic accounts with deep engagement or a broader portfolio through structured, repeatable motions and automation.

• Manage escalations with Support and Product, bring customer feedback to Product and coordinate with SE, PS and partners around customer goals

Requirements

• 7-8+ years in customer success, account management or technical consulting with enterprise software customers, including ownership of renewals and expansion

• Proven experience building relationships with VP and C level sponsors in large, complex organizations

• Technical credibility with data analytics or ETL tools, ability to discuss workflows, deployment and governance with practitioners and IT

• You care deeply about helping customers succeed and can translate product capabilities into real business outcomes.

• You bring clarity and discipline to onboarding, success planning, and ongoing customer engagement.

• You focus on measurable impact, connecting usage and adoption to tangible business results.

• You build trust across stakeholders, from practitioners to executive sponsors and navigate complex organizations.

• You identify risks early, act on signals, and drive momentum rather than reacting late.

• You work closely with Account Managers, Sales Engineers, and technical teams to deliver a seamless customer experience.

What Success Looks Like

• Customers use KNIME successfully and consistently in their daily work measured by adoption and health score targets

• Active C-level or VP sponsor plus [3+] engaged senior stakeholders per account

• High customer satisfaction and long-term partnerships

• Active contribution to growth and retention with NRR targets

What we offer

• Purpose-driven work: Help organizations turn data into insights and make better decisions with an intuitive, open-source platform.

• I****mpact at scale: Work with a diverse customer base, from mid-market companies to global enterprises across industries.

• Autonomy and collaboration: Take ownership of your accounts while working closely with a supportive, experienced team.

• Learning: Grow in an international environment with strong exposure to data analytics, AI, and customer success best practices.

• Sports: Subsidized gym memberships and sport offerings in selected locations.

• Flexibility: Hybrid and remote work options with flexible hours to support your work-life balance.