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Customer Success Manager, Strategic - North America

Austin, Remote US
Full-time
Permanent employee

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. 

  • Impact 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.

About us

KNIME is a leading AI platform that enables organisations to make sense of their data through intuitive, scalable, and collaborative data science. We empower data professionals and business users alike to build, deploy, and manage AI and data workflows that drive better decisions. Hundreds of global enterprises use the KNIME platform including Citi, Bosch and P&G.
 
KNIME is an equal opportunity employer. We’re all about providing opportunities for different perspectives to come together, where everyone feels included no matter their background.