Strategic Account Manager

About Sifflet Sifflet is a leading data observability platform helping modern data teams trust their data and move faster. We enable organizations to monitor data quality, reliability, and lineage across the modern data stack, empowering data engineers, analysts, and business teams to make better decisions with confidence. We work with data-driven organizations that rely on modern platforms such as Snowflake, BigQuery, Databricks, dbt, Airflow, Looker, and other critical data tools. As we continue to grow, we are looking for a commercially minded post-sales leader to help us scale how we manage, retain, and expand our customer base. The Role We are hiring a Strategic Customer Success Manager / Account Manager to own customer relationships, renewals, expansion, and adoption across our existing customer base. Today, our Solutions Engineering team owns a broad scope: presales, implementation, first-line support, ongoing customer support, and regular business-as-usual meetings with enterprise customers. This has created strong continuity for customers, but it is no longer scalable. We need someone to take ownership of the post-sale commercial relationship: ensuring customers adopt Sifflet successfully, realise measurable value, renew confidently, and expand into new use cases over time. This is not a pure support role. It is also not a purely technical TAM role. This is a customer-facing, commercially accountable role for someone who can build trusted relationships with data leaders, understand technical adoption blockers, identify expansion opportunities, and drive retention and growth. About You You are a commercially minded customer success or account management professional who is comfortable working with technical products and senior data stakeholders. You are not afraid of technical conversations, but you do not need to be the deepest technical expert in the room. You know how to ask the right questions, understand customer context, and bring in Solutions Engineering when technical depth is required. You are proactive, structured, and comfortable owning outcomes. You do not wait for renewal risk to appear; you build relationships, track value, and create expansion paths before they are urgent. What You’ll Own Customer Relationship & Account Ownership • Own the ongoing commercial relationship with Sifflet customers after implementation. • Build trusted relationships with day-to-day users, technical champions, business stakeholders, and executive sponsors. • Develop account plans for enterprise and high-potential customers. • Maintain clear visibility on customer health, adoption, renewal risk, and expansion potential. • Run regular customer check-ins, business reviews, and executive touchpoints. • Ensure customers clearly understand the value they are getting from Sifflet. Renewals & Expansion • Own renewal execution and forecasting for your book of business. • Identify and drive upsell and expansion opportunities across existing accounts. • Discover new use cases, teams, and business units where Sifflet can create additional value. • Partner with Sales leadership on commercial strategy for larger expansions. • Build a structured approach to renewal preparation, stakeholder alignment, value proof, and commercial next steps. • Carry a retention and expansion target. Executive Relationship Development • Build and maintain relationships with senior data, analytics, technology, and business leaders. • Develop executive sponsors across strategic accounts. • Ensure Sifflet remains aligned to customer priorities, initiatives, and investment plans. • Create multi threaded stakeholder maps across all strategic customers Adoption & Value Realization • Define and track customer usage, adoption, and health metrics. • Identify customers who are under-adopting or at risk, and build action plans to improve outcomes. • Help customers move from initial implementation to broader adoption across teams and use cases. • Translate product usage into business value for data leaders and executive stakeholders. • Create scalable processes for managing both enterprise and mid-market customers. Customer Operating Cadence • Own the regular business-as-usual cadence for enterprise accounts, with support from Solutions Engineers where needed. • Reduce unnecessary reliance on Solutions Engineers for non-technical customer meetings. • Know when to involve technical resources and when to handle conversations independently. • Coordinate with Solutions Engineering, Product, Support, and Sales to resolve customer issues and drive outcomes. • Ensure internal teams have a clear view of customer priorities, risks, and opportunities. Building the Function • Help define Sifflet’s customer success and account management motion from the ground up. • Build playbooks for renewals, QBRs, health scoring, adoption tracking, and expansion discovery. • Create segmentation models for enterprise, high-potential mid-market, and lower-touch customers. • Bring structure and discipline to post-sale account ownership. • Act as the internal voice of the customer while staying accountable to commercial outcomes. What Success Looks Like In your first 30 days, you will: • Understand Sifflet’s product, customer base, and current post-sale processes. • Review all existing enterprise and mid-market accounts. • Map renewal dates, current adoption, key stakeholders, risks, and expansion potential. • Shadow customer meetings with Solutions Engineers and Sales. • Build an initial customer health and account segmentation view. In your first 60 days, you will: • Take ownership of recurring customer cadences for priority accounts. • Establish account plans for enterprise customers. • Define a first version of customer health scoring and adoption tracking. • Create a renewal and expansion forecast. • Identify the highest-priority churn risks and expansion opportunities. In your first 90 days, you will: • Own the post-sale commercial operating rhythm for the customer base. • Run structured business reviews with strategic customers. • Reduce SE involvement in non-technical BAU meetings. • Drive clear renewal plans for upcoming renewals. • Build a repeatable process for identifying and developing expansion opportunities. Experience We’re Looking For • 5+ years in Customer Success, Account Management, Strategic Customer Success, or a similar post-sales commercial role. • Experience owning renewals, expansion, or a commercial book of business. • Experience working with technical B2B SaaS products. • Ability to engage with both technical users and senior business stakeholders. • Strong understanding of adoption, value realization, customer health, and account planning. • Comfortable carrying a retention and expansion target. • Experience working in a startup or scale-up environment is a strong plus. • Experience in data infrastructure, analytics, BI, observability, governance, or the modern data stack is a strong plus.