About this role
We're looking for someone who enjoys managing a larger customer portfolio and making it better every week. You’ll run the day-to-day operation of our scaled Customer Success: handling individual customer cases yourself while helping the team turn what we learn into automation, processes and customer content that enable us to serve every customer well.
Our TeamScaled Customer Success looks after a portfolio of GoodData.AI customers. The team is part of Platform Experience, alongside Support, and works closely with Sales, Finance, Professional Services and Product. You’ll report to the Scaled Customer Success Lead, who sets the strategy and works with you on the day-to-day operation.
What will you doRun the daily customer operation. Keep the customer portfolio running smoothly and make sure important customer needs are followed through
Work customer cases end to end. Handle individual customer situations, from business questions and risks to renewals and growth opportunities, both on calls and in writing
Work across teams. Bring in Sales, Finance, Support and Product when needed, and make sure the case keeps moving until it’s resolved
Watch the signals and act early. Follow adoption, usage and customer health, and step in before a small issue becomes a bigger one
Contribute to customer content and communication. Prepare inputs for guides, how-tos and announcements, and help run onboarding, adoption and product communication across the portfolio
Keep customer data reliable. Maintain the account data that the team and its reporting depend on
Help move the work toward automation. Spot recurring work and help turn it into playbooks, reports and automations, using AI where it adds value, so the next case takes less effort than the last
Bring the customer view back. Share patterns and insights from across the portfolio with the team, Support and Product
About youSome experience in a customer-facing role (Customer Success, Support, Account Management or similar) in a B2B SaaS or tech company. We’re happy to talk to earlier-career candidates too
You care about the customer experience: you follow up, close the loop and want every customer to leave the conversation better off
Strong organisational and multitasking skills: you can keep track of many customers and priorities at once
You’re comfortable working with data and spreadsheets and like to support what you see with numbers
Comfortable with CRM tools and everyday business software, or quick to learn them
You use AI tools in your daily work
Fluent English, written and spoken, for customer calls, emails and collaboration across the company
Interest in managing customers at scale
It is nice if you haveExperience with customer lifecycle or mass communication (e.g. HubSpot).
Background in analytics, BI or data products
Exposure to renewals or other commercial processes.
Experience creating customer-facing content, such as guides, release notes or newsletters.
Interest in AI and automation.
About GoodData.AIAt GoodData.AI, we're building the future of agentic AI for data intelligence.
Our full-stack data intelligence platform empowers companies to turn raw data into real business impact — from agentic AI apps to embedded analytics that scale securely and seamlessly. With GoodData.AI, organizations don't just analyze data, they monetize it.
But what really sets GoodData.AI apart is our mission: to put intelligence wherever decisions are made. That's why we've built a platform that's AI-native, composable, and built for the way modern enterprises work.
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