Sentinel Insights Operates with Core Values Trust and Integrity - We communicate openly and follow through. We do what we say: internally and with our customers. Curiosity and Continuous Improvement - We listen, ask, challenge, learn, and adapt even when it's uncomfortable. Confidence with Humility - We bring expertise without ego. We own problems and fix them together. Collaboration and Partnership - We solve problems as a team and value diverse perspectives, within Sentinel, our customers and partners. Agility with Focus - We stay focused on what matters and flexible in how we get there. Innovation and Courage - We challenge the status quo and build what should exist, not what already does. Would you be a good fit To be successful in this role, you should have deep experience designing and delivering analytics solutions in a senior, customer-facing role (e.g., analytics architect, senior consultant, implementation lead, or technical account manager). Your background would include working with multiple customers simultaneously across a variety of analytics projects. This includes significant experience with customer-facing interactions from defining requirements, designing a solution, and hands-on implementation working in tag management solutions and analytics platforms. You are excellent in communications with emails, presentations, and virtual client meetings to understand their use cases and translate that into leveraging technical tools for business outcomes. Ideal locations would include India, Philippines, eastern Europe, LATAM, Argentina that can work US Central time zone hours. About the role As a Customer Success Manager, you will own the post-sale customer lifecycle for a portfolio of mid-market and enterprise customers-from onboarding through renewal. You will be accountable for customer onboarding, business outcomes, retention by acting as a strategic partner to customers while coordinating closely with internal teams to deliver value at scale. This role requires strong process discipline, comfort working with technical analytics stakeholders, and the ability to manage multiple complex accounts with competing priorities. What you'll do Customer ownership & renewals Own a named book of business with full responsibility for customer onboarding, adoption through product support, renewals, and retention Manage renewal conversations end-to-end, including pricing discussions and contract timelines Coordinate with sales on account expansion and growth opportunities, such as into new divisions or at the enterprise level Customer outcomes & value realization Develop and maintain customer success metrics and account observations aligned to business objectives and use cases Drive adoption of core platform capabilities through structured enablement, best practices, and ongoing guidance Coordinate executive check-ins to demonstrate value and align on next-phase goals Cross-functional coordination Align closely with Implementation/Support, Product/Engineering, Sales, and Partners to resolve issues and deliver outcomes Act as the primary internal advocate for customer needs, risks, and feedback Escalate and manage complex issues to resolution while maintaining customer confidence Provide customer feedback with features and suggestions for product roadmap Process, playbooks & scale Follow and help refine Customer Success playbooks, engagement models, and operating rhythms Contribute to the evolution of onboarding, adoption, renewal, and expansion processes Maintain accurate account data, forecasts, and health indicators in CRM and CS tooling Domain expertise Develop strong product and domain knowledge across analytics implementations, data governance, tagging/collection, and data quality Guide customers on best practices related to their analytics stack and measurement strategy (technical depth expected) What we're looking forRequired 3+ Years experience with tools and ecosystems such as Google Analytics / Google Tag Manager, Adobe Analytics / Adobe CJA / Adobe Launch, and Tealium iQ. Certifications in at least one of these is required. Proven ability to manage multiple complex customer relationships simultaneously Strong project management and organizational skills Comfort working with technical and non-technical stakeholders, including analytics, marketing, engineering, and privacy teams Excellent written and verbal communication skills Adept at using AI tools (e.g., ChatGPT, Claude) to improve efficiency, documentation, and customer communication. Preferred 2+ years experience in Customer Success, Account Management, or Technical Account Management in B2B SaaS Experience operating in a process-driven CS organization with defined playbooks and metrics Background working with customers who have complex implementations or regulated environments How success is measured Onboarding time Customer health and risk reduction Adoption of core platform capabilities Customer satisfaction and advocacy Gross retention and renewal rate Why this role matters Customer Success plays a critical role in ensuring customers realize long-term value from their analytics investments. In this role, you'll help customers maintain trust in their data, scale confidently, and build durable partnerships that drive retention and growth.