Principal Customer Success Manager

PredictHQ is the pioneer in Predictive Demand Intelligence, strengthening AI-powered demand planning by eliminating business blind spots caused by demand volatility related to external events. PredictHQ empowers businesses to master predictability so they can optimize inventory, staffing, pricing, and marketing to capitalize on real-time local events. PredictHQ’s unique combination of forecast-grade event data, superior AI models, and agile infrastructure fuels smarter business decisions by going beyond WHAT local events are happening to help business leaders predict the unpredictable: WHY each event matters to them. 

We cover every major event category, from conferences and concerts to unscheduled events such as extreme weather or airport delays. PredictHQ utilizes advanced artificial intelligence techniques to extract actionable insights from vast amounts of event data. Through machine learning, the platform automatically identifies relevant events from diverse sources and categorizes them based on their potential impact on business operations. This AI-powered approach enables PredictHQ to continuously improve the accuracy of its predictions by learning from past events and their effects on demand patterns. PredictHQ harnesses the power of AI to deliver actionable intelligence via powerful APIs and an easy-to-use web application that helps our customers anticipate and respond to fluctuations in demand that are driven by various events, ultimately enabling them to optimize resource allocation, improve forecasting accuracy, and capitalize on growth opportunities.

By uncovering these relationships, businesses can better understand the drivers of demand volatility and adjust their strategies accordingly. Our AI models are capable of adapting to changing market conditions and incorporating real-time data updates to provide up-to-the-minute insights. This dynamic approach ensures that our customers are equipped with the most accurate and relevant information to make informed decisions in a rapidly evolving environment. 

The largest companies in the world, including Dominos, Uber, Amazon Alexa, and Walgreens leverage PredictHQ’s AI-powered platform to eliminate the complexity, time, and unknowns that come with predicting demand from external events. 

Launched in 2016, PredictHQ is backed by Lightspeed Venture Partners, Sutter Hill Ventures, and Aspect Ventures. PredictHQ has offices in Auckland, New Zealand, San Francisco, USA, and London, UK.

PredictHQ is about teamwork to achieve huge things. We are building innovative and complex products, so our empathetic, hard-working culture is key to our success. We are proactive in helping our teammates grow and thrive in their careers, as well as making sure everyone can put their family and friends first. 

Requirements

If you:

• Want to be part of a creative, enthusiastic, and supportive team
• Want to work in a fast-moving startup that spans the world
• Are self-motivated, learn fast and like to become self-sufficient quickly
• Have a willingness to learn, teach and grow as a team

Then we want to talk to you.

We're looking for a Principal Customer Success Manager to join our Customer Success team as part of our Go-to-Market efforts in the U.S. and U.K. At PredictHQ, customer centricity drives everything we do, and this role is key to that value. You will be a senior member of the Customer Success Team, responsible for deeply understanding demand forecasting customers and uncovering new insights to drive value.

In this role, you'll be a trusted advisor to our top forecasting customers, identifying and refining use cases while uncovering new opportunities for value. You’ll guide both technical and business stakeholders in leveraging PredictHQ data to solve complex challenges and achieve successful outcomes.

To succeed, you’ll need a blend of deep forecasting knowledge, technical and analytical skills, and customer success strategies. You’ll work across industries like Accommodation, Restaurants, Retail, and CPG to expand customer use of our forecasting solutions.

During onboarding, you'll master PredictHQ’s platform, solutions, and integrations. You’ll also collaborate with Product, Engineering, and Data Science to ensure customer success and provide actionable insights.

We value diverse perspectives and seek proactive, self-driven individuals who can lead new approaches within our business.

Primary Responsibilities:

• Customer Engagement: Serve as the Principal strategic advisor for high-value demand forecasting accounts. Collaborate during onboarding, enable, and offer best practices for maximizing PredictHQ’s data. Proactively engage with customers, especially those underutilizing the platform, to build strong relationships and drive meaningful business outcomes. Focus on uncovering insights through strong relationship building and data utilization analysis and ensuring the delivery of measurable business value.

• Solution Demonstration: Lead customized presentations of PredictHQ’s forecasting solutions, whether on-site or remote, aligning our data with customers' forecasting needs and business objectives.
• Customer Health & Analytics: Continuously monitor customer engagement, product usage, and project implementation. Identify opportunities for expansion or early signs of churn, ensuring customers achieve their goals and realize strategic value.
• Internal Enablement: As a senior member of the team, you’ll be expected to self-manage and drive your own development in a fast-paced, startup environment. You’ll also play a key role in enabling and guiding fellow teammates, running enablement sessions on process improvements, industry insights, and feature utilization.

Skills, Knowledge and Competencies:

• Proven success in a Customer Success, Account Management, or similar role, ideally within a company providing demand forecasting tools, predictive analytics, or API-driven data solutions. Experience advising customers on integrating data to enhance forecasts and drive revenue growth is highly valued.
• Exceptional demonstration and interpersonal skills, capable of clearly communicating complex forecasting data and insights to both technical and executive audiences. Skilled at translating data-driven strategies into actionable business outcomes for diverse stakeholders.
• Strong ability to quickly learn and research new methods for applying PredictHQ data to demand forecasting, with a focus on solutions that directly impact customers' financial performance rather than technical implementations alone.
• Demonstrated ability to prioritize Customer Success by aligning data insights with business goals, ensuring customers' forecasts are optimized for revenue growth. Comfortable managing evolving demands from customers, teammates, and external stakeholders.
• Experience working within a Go-to-Market team for a global company, with a focus on ensuring Customer Success strategies align with product adoption and enhancing the accuracy of customers' demand forecasts to drive financial performance.
• Strong ability to self-manage and self-enable in a fast-paced, startup environment, demonstrating proactive problem-solving and adaptability. Comfortable working autonomously while ensuring alignment with the broader team and company goals.
• We value curiosity, proactivity, and a willingness to learn as you go. If you thrive on challenges, even if you don’t meet every requirement, we encourage you to apply. Alongside technical know-how, we value broad life experiences, and the ability to think outside the box.

Nice-to-haves:

• Familiarity with Forecasting Techniques: Knowledge of statistical methods and models used in demand forecasting, such as time series analysis, regression analysis, and machine learning algorithms, to guide customers on data utilization strategies.
• Data Visualization & Analytics: Proficiency in advanced analytics and data visualization tools (e.g., Tableau, Power BI, or similar) to effectively interpret and present data insights that drive strategic decision-making.
• Cloud Platforms: Familiarity with cloud platforms like Snowflake, AWS, Azure, or Google Cloud Platform, enabling you to support customer discussions about data infrastructure without delving into deep technical implementations.
• Basic Technical Knowledge: Basic understanding of Python, SQL, SDKs, or API integration to facilitate conversations with technical stakeholders, while focusing on the strategic application of data rather than hands-on development.

General:

• Applicants for this position must have US residency or a valid US work visa.

• Willingness to travel within the UK, EU or other international locations up to 25%.
• Ensure that all activities are conducted in accordance with internal policies and procedures, applicable legislation, rules and standards, including relevant Acts, Advertising Standards Authority rules and regulations, and industry body requirements.
• The salary range for hiring for this position is between $150,000 - $170,000 and is comprised of a base and variable component.

Benefits

• Health care and benefits administered by Sequoia One
• Flexible time off policy
• 10 weeks of fully paid parental leave
• Paid Birthday Leave
• Paid Family and Friends Day Leave
• Annual Work from Home Stipend
• Strong focus on your training and development
• Options in a fast-growing company in its early stages

• Our Values