Customer Success Manager

About Northwind Analytics

Northwind Analytics gives operations and finance teams a way to build their own reporting on top of the data warehouse they already pay for. We have around 140 employees and a customer base that skews toward companies between 200 and 3,000 people, which means our users are competent but stretched thin.

Customer success here is not a renewals desk. The team is expected to understand the product deeply enough to unblock a customer without escalating.

What you'll do

• Manage a portfolio of roughly 35 mid-market accounts across North America, owning adoption, expansion and renewal outcomes.
• Run onboarding for new customers, which usually means sitting with their analyst while the first three dashboards get built rather than delivering a slide deck.
• Spot the early signals that an account is drifting: a champion who stops replying, a scheduled report nobody opens, a quarter with no new queries.
• Build a repeatable quarterly business review that customers find worth an hour of their time.
• Represent the customer's case internally with specifics, including reproduction steps and screenshots, so engineering can act on it.
• Write up recurring patterns so the next person on the team does not have to solve the same problem from scratch.

What we're looking for

• Three or more years in customer success, account management or consulting at a B2B software company.
• Working SQL knowledge. You do not need to be an analyst, but you should be able to read a query and understand where a number came from.
• A track record of holding a renewal or expansion number and hitting it more often than not.
• Genuine comfort with technical customers who will notice if you are bluffing.
• Excellent written communication, since most of your customer contact will be asynchronous.
• Availability during North American business hours.

Nice to have

• Experience with dbt, Looker, Snowflake or the surrounding analytics tooling.
• Previous work at a company going through a move upmarket.
• Fluency in French or Spanish for our Canadian and Mexican accounts.

Benefits

• Comprehensive health, dental and vision cover from your first day.
• Retirement plan with company matching.
• Mental health support including paid therapy sessions through an external provider.
• USD 1,500 home office budget and a monthly connectivity allowance.