Elevate the customer journey by translating product insights into lasting relationships and harness your expertise in proactive collaborations, onboarding, and product evolution.
As a Customer Success Manager in Data Platforms, you develop and maintain customer relationships that make our product value propositions a reality. Build and maintain strong relationships with our customers and understand their individual needs and goals as a core contributor of the team. The Data Platforms team sits at the core of Consumer & Community Banking’s data ecosystem, serving thousands of users across multiple business lines. We're builders, not bureaucrats. Our team moves fast, embraces AI-driven ways of working, and believes that operational excellence isn't about checking boxes — it's about creating the conditions where great people do their best work. We value curiosity over credentials, initiative over instructions, and impact over activity.
Job responsibilities
- Drives product adoption, expansion, and retention activities to maintain a healthy customer base
- Conducts regular and proactive account meetings to share best practices, provides use case demonstrations to illustrate key product functionality, communicates future releases, and gathers feedback on the impact the product and its features have on our customers’ business needs
- Guides customers through the onboarding process and sets up the product according to customer requirements, leveraging a deep understanding of our products and their capabilities, including new features and other enhancements
- Tracks key success metrics and provides data and feedback to the Product team to inform new features and priorities
- Act as the primary advocate for data platform users, ensuring strong adoption and continuous feedback into the roadmap
- Drive a high-performance team culture through effective onboarding, operating rhythms, and accountability standards
- Lead adoption of AI-enabled workflows, aligning with governance and driving meaningful productivity gains
- Oversee program execution across initiatives, tracking priorities, dependencies, and delivery progress
- Define and manage key metrics and reporting to connect platform outcomes to business impact
- Coordinate clear, timely communications for incidents, service updates, and operational changes
- Build strong relationships with senior stakeholders and partners to drive alignment and informed decision-making
Required qualifications, capabilities, and skills
- 5+ years of experience or equivalent expertise in customer success roles in product or technology
- Demonstrated ability to influence product adoption and customer retention
- Excellent communication and interpersonal skills with the ability to effectively engage and influence stakeholders across all levels
- Proven ability to learn new technologies and teach it to others
- 7+ years of experience in program management, product management, analytics, communications, or a related operational leadership discipline
- Bachelor's degree in an analytical, business, communications, or finance-related field — or equivalent practical experience that tells a compelling story
- Demonstrated ability to operate independently in ambiguous, fast-paced environments and drive results without waiting for a playbook
- Strong analytical and problem-solving skills with the ability to interpret complex data and translate it into actionable insights and executive-ready narratives
- Proven track record of building relationships and influencing outcomes across diverse functions, locations, and levels of leadership
- Intellectual curiosity and a pattern of rapidly developing subject matter expertise in unfamiliar domains
- Advanced proficiency in Microsoft Excel and PowerPoint
Preferred qualifications, capabilities, and skills
- Experience in a business to business (B2B) environment or as a colleague in a customer environment
- Experience leading and influencing across complex, matrixed organizations where authority is earned, not given
- Prior experience as a Customer Success Manager, Business Manager, or Chief of Staff in a technology or data-driven organization