• Serve as a trusted advisor and primary support resource for customers using the organization’s healthcare software platform. • Build strong relationships with clinical users, administrators, and customer IT teams. • Ensure customers receive timely updates, clear communication, and a positive support experience throughout the issue resolution process. • Advocate for customer needs and provide feedback to internal product and engineering teams. • Investigate, reproduce, document, and manage customer-reported product issues. • Perform structured troubleshooting to identify root causes and determine appropriate resolution paths. • Support application configuration, user administration, access management, and platform setup activities. • Assist customers with login, authentication, user provisioning, and system access issues. • Monitor operational dashboards and proactively identify potential user-impacting concerns. • Partner closely with Product, Engineering, Infrastructure, and Clinical teams to ensure issues are resolved efficiently. • Escalate complex issues with detailed diagnostics, documentation, and supporting evidence. • Coordinate with customer IT teams regarding integrations, authentication, and technical configurations. • Help identify recurring issues and contribute to long-term improvements that enhance customer experience.

• Building relationships with your users. You should know who the key people are at each company, and they should know you. • Owning their feedback and making sure it gets to the wider PostHog team. • Investigating technical issues. You're the first person to dig into customer issues, often solving them yourself rather than immediately passing to support. • Being super responsive to their Slack messages, support tickets, and emails. • Being their favorite ever Customer Success person to work with!

Role Description As our customer base continues to grow, we are looking for a Customer Success Team Leader who will ensure operational excellence, build lasting customer partnerships, and help shape the future of our Customer Success function. This role combines customer relationship management, operational coordination, and team leadership. You will work closely with customers as well as technical, operational, and business teams to ensure seamless service delivery and outstanding customer experience. - Lead and coordinate the Customer Success team. - Build and maintain strong, long-term customer relationships. - Act as the primary escalation point for customer issues and operational challenges. - Ensure service commitments and SLAs are delivered consistently. - Coordinate customer onboarding and service adoption activities. - Align customer expectations with technical and operational capabilities. - Work closely with cross-functional teams to ensure smooth service delivery. - Drive efficient resolution of customer incidents and operational requests. - Monitor customer feedback and identify opportunities for improvement. - Develop and optimise Customer Success processes and best practices. - Support KPI tracking, reporting, and service performance monitoring. - Promote knowledge sharing and effective documentation across the team. - Support pre-sales and operational activities when needed. - Mentor team members and help scale the Customer Success function as the company grows. Qualifications - Experience in Customer Success, Service Delivery, Operations Coordination, Technical Support, or a similar customer-facing operational role. - Strong communication and stakeholder management skills. - Excellent organisational skills and the ability to manage multiple priorities. - Experience handling escalations and working under operational pressure. - Analytical mindset and strong problem-solving abilities. - Ability to coordinate activities across multiple teams. - Good technical understanding of systems, services, or operational environments. - Ability to explain technical topics to non-technical audiences. - Professional written and spoken English. Requirements - Leadership or team coordination experience. - Experience managing SLAs and customer escalations. - Background in the space sector, satellite operations, SSA/SST, or technical service environments. - Technical education or experience in engineering, physics, astronomy, IT, or data analysis. - Experience with KPI reporting, operational analytics, or process improvement initiatives. - Familiarity with tools such as ClickUp, Jira, or similar platforms. - Experience working in international, fast-paced environments. Benefits - Remote-first work model, with occasional in-person meetings at our headquarters in Bydgoszcz. - Full-time employment under an employment contract or B2B agreement. - Flexible working hours. - Dedicated onboarding and mentorship. - Opportunity to work with domain experts and international partners. - Access to conferences and professional development opportunities. - Company library. - Competitive compensation based on your experience and skills.

Role Description Delivering Customer Success is an important focus for Dataiku. As a Customer Success Engineer (CSE) within our Solutions Engineering team, you’ll help Dataiku’s customers achieve meaningful outcomes with business analytics, AI/ML, and Gen AI. In this technical and consultative customer-facing role, you’ll focus on technical programming to increase adoption through product enablement and one-to-many user engagement. You’ll leverage your understanding of enterprise analytics, high-impact communication abilities, and hands-on data science skills to add business value. This role will also partner closely with cross-functional teams, including Account Executives, Sales Engineers, and Professional Services and Partners to accelerate end-user adoption. How you’ll make an impact - Work closely with Dataiku’s customers, focusing on onboarding, increasing user adoption, retention, and satisfaction. - Possess deep technical knowledge of the Dataiku platform to educate customers on best practices within the Dataiku platform. - Develop a deep understanding of customer business, use cases, and outcomes to guide their success with Dataiku's products and services. - Execute demonstrations of new product features and conduct hands-on workshops in collaboration with the Sales Engineers. - Establish regular touchpoints with customers to advise users on using Dataiku for their specific business needs, including hands-on support as appropriate. - Execute programs to create self-sustaining enablement and evangelism of Dataiku within customer accounts. - Collaborate with Account Executives and Sales Engineers to drive customer engagements with the Dataiku platform and identify opportunities for expansion (both software and professional services) that can drive additional value for customers. - Document and share the adoption status and key information to inform internal forecasting and renewal. - Collaborate with other Dataiku functions (such as marketing) on capturing and sharing the customer stories publicly. - When identifying technical issues that block user adoption, coach administrators and users to initiate support tickets for timely resolution. - Stay current on Dataiku’s products, competitive landscape, and data science trends. - Willingness to travel up to 25%. Qualifications - Bachelor’s degree in Data Science, Business Analytics, Statistics, Computer Science, or a related technical field. - Minimum of four years of experience in sales engineering, technical or solutions consulting, post-sales technical delivery, or data science roles with a proven track record of customer trust and satisfaction. - Strong written and oral presentation skills, capable of engaging both business and technical stakeholders. - Strong technical, analytical, and problem-solving skills. - Experience in building and operating communities of practice. - Ability to navigate ambiguity, build consensus, foster accountability, and work with urgency to deliver customer outcomes. - Ability to tailor messaging to personas with varying levels of technical acumen, including no-code and high-code users. - Dataiku advanced designer, Snowflake SnowPro Core and Databricks Business Analyst certifications preferred (not required). - Preferably located within the Northeast region of the United States. Requirements - Never-ending intellectual curiosity, detail-oriented, and analytical. - Hands-on experience with data storage and computing infrastructure (SQL, Kubernetes, etc.) and proficiency with Python, R, SQL. - Knack for public speaking with appreciation for engaging with all levels of customer teams, from individual contributors to leadership. - Passion for technology, the data and analytics space, and enjoyment learning new solutions, features, and functionalities, translating these into business value for customers. - Experience in Analytics/AI or other enterprise software (preferred but not required). Benefits - The final compensation package for this role will be determined during the interview process and is based on a variety of factors, including geographic location, internal equity, education, skill set, experience, and training. - Eligible roles may also be entitled to receive commission or other variable compensation through Dataiku's incentive compensation program. - Dataiku offers comprehensive benefits, including stock options, medical, dental, and vision plans, flexible spending accounts, pre-tax commuter benefits, a 401k company match, paid vacations and sick leave, paid parental leave, employer paid disability coverage, and additional health and wellbeing perks and benefits. - Dataiku reserves the right to amend or modify employee perks and benefits at any time. - US only national base pay ranges: $144,000 — $152,000 USD.