Strategic Customer Success Manager

We’re not just building better tech. We’re rewriting how data moves and what the world can do with it. With Confluent, data doesn’t sit still. Our platform puts information in motion, streaming in near real-time so companies can react faster, build smarter, and deliver experiences as dynamic as the world around them.

It takes a certain kind of person to join this team. Those who ask hard questions, give honest feedback, and show up for each other. No egos, no solo acts. Just smart, curious humans pushing toward something bigger, together.

One Confluent. One Team. One Data Streaming Platform.

About the Role:

Are you passionate about making a difference in the Enterprise software space and would like to join an organisation where you can really make a difference? Are you a Strategic Customer Success Manager, who understands the transformational role that real-time data will play in driving business success? If so, we are seeking your talent as we are a growing Software organisation and value your voice as a Strategic Customer Success Manager.

Confluent has not even scratched the surface of the market opportunity, we have a culture that aligns with the exceptional values of our company and we’ve won over 20 awards to evidence that, and the message we have for you is this; Companies are buying, we have a large untapped market where, with some hard work and a common goal, you have the opportunity to earn well, do a job you love and be something really special.

A career within our collaborative organisation will present you with unique and endless possibilities and challenges; you will play a key role in driving Customer Success, renewals and subscription expansion within our Large Enterprise accounts. You will be a trusted advisor to our Enterprise customers, where you help them to fully utilise the Confluent platform.

What You Will Do:

• Own the ultimate success of our Enterprise customers in your territory, ensuring they realise the full value of the Confluent platform.

• Own the consumption planning, use case mapping, IP adoption, and business value realisation of your customers.

• Actively contribute to the Account Strategy set by the Account Director and Account Team you’ll be a part of aligned to the set business goals and objectives.

• Meet/exceed quarterly renewal targets by proactively managing your customer portfolio and ensuring on-time customer retention.

• Identify and collaborate with the sales team regarding expansion, up-sell, and additional service/support opportunities within accounts.

• Coordinate the engagement of other Confluent resources (e.g. Customer Operations, Sales, etc.) to ensure ongoing customer success.

• Promote the use of Confluent features and technology, Communicating ROI throughout the customer lifecycle to stakeholders of all levels

• Maintain relationships with key users and decision makers at assigned customers, keeping them connected to value being added by our products.

• Champion and advocate for Enterprise customer requirements within Confluent.

• Proactively identify issues/risks and escalate internally for prompt resolution.

• Act as the voice of the customer and collect feedback to drive continuous improvement across all areas including product.

What You Will Bring:

• You have experience in a Customer Success capacity with a track record of increasing customer satisfaction, adoption, and retention.

• Comfortable working with Enterprise organisations.

• You are data-driven in your decisions and assume full ownership and accountability for your work.

• You are a team player who can navigate complex stakeholder dynamics and ensure that the optimal business outcomes are achieved through the engaged resources.

• You are a great and thoughtful communicator and listener.

• Salesforce and Tableau user fluency.

• You'll have the ability to articulate, educate and advise the business value to businesses of all sizes

• You have prior experience with large strategic customers and have previously successfully managed a book of business of 5-6 customers of a combined $10M ARR or more.

• You have prior experience with data streaming or cloud software technologies.

Belonging isn’t a perk here. It’s the baseline. We work across time zones and backgrounds, knowing the best ideas come from different perspectives. And we make space for everyone to lead, grow, and challenge what’s possible.

We’re proud to be an equal opportunity workplace. Employment decisions are based on job-related criteria, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other classification protected by law.