DataDome Joins the Ranks of Great Places to Work 2024!
Our customer success team excels at onboarding new customers, nourishing long-term relationships, & ensuring you get the max value out of DataDome.
Devon Walo
Talent Acquisition Manager
DataDome’s customer journey is an evolutionary cycle that begins with the sales team. Once a pen hits paper and a contract is signed, clients enter the post-sales journey and begin to engage with DataDome’s customer success team.
Led by our Head of Customer Success Soraya Remé, the team partners with technical support engineers to set up configuration and activate protection for new clients. They are also responsible for onboarding new clients, nourishing long-term relationships, and ensuring our users get maximum value out of our solution and services.
Once protection is activated, the client meets with their dedicated customer success manager to arrange a bot protection assessment, align KPIs with the dashboard, and ensure DataDome covers all the customer’s bot and online fraud protection needs.
Myriam Ben Sliman joined DataDome in 2022 as a customer success manager (CSM). She manages a portfolio of clients in the EMEA region, and describes her scope in three parts:
Myriam believes that a supportive and collaborative environment is key to DataDome’s culture and the team’s commitment to continuous process improvement, and that our dedication to all customers aids in our competitive positioning.
The satisfaction and pride that comes with being a part of such a dynamic team is what would keep someone at DataDome. It is an ideal place to build a rewarding career.
Myriam Ben Sliman, Customer Success Manager
Jarrod Hartwig joined DataDome in January 2021 as one of the first CSMs in the US. Having experienced DataDome’s journey of multiple funding rounds and a significant headcount increase, he believes scaling a SaaS organization while preserving a strong culture and delivering exceptional customer support requires a strategic and comprehensive approach.
I believe in combining quantitative data with qualitative feedback. By utilizing a combination of regular communication, open feedback, analyzing renewal rates, and tracking customer advocacy, I can effectively evaluate whether a customer is satisfied.
Jarrod often involves members of our tech and product teams in his client meetings to share upcoming roadmap items and gather feedback directly. His collaborative approach helps align customer needs with our product development efforts, ensuring a mutually beneficial relationship. Together, the teams identify areas for improvement and ensure DataDome continuously strives to exceed customer expectations.
At DataDome, we firmly believe in working hand in hand with our clients to safeguard their critical infrastructure. When satisfied customers willingly refer our products or services to others, it is a clear demonstration of their trust.
Jarrod Hartwig, Customer Success Manager
Islem Slimi joined DataDome as the first customer success enablement specialist. Her scope revolves around coaching the customer success team to their fullest potential by fostering the adoption of best practices and providing additional guidance throughout the customer journey.
Islem is also responsible for our customer success tools: building the automations and playbooks that will guide the team throughout our customers’ journey with us.
She explains that enablement and continual education are crucial to a growing team and company. That’s why DataDome continues to provide learning material beyond the first few weeks or months of onboarding. Ensuring our resources are up to date and shared across all cross-functional teams is an ongoing priority.
Enabling the team enhances our customer experience, and customer-centricity is one of our foundational values.
It’s not just about building customer success programs; it’s about building programs that work for the team and the clients, that generate tangible value. These programs have to be efficient and help stakeholders in a seamless way.
Islem Slimi, Customer Success Enablement Specialist
Satisfied customers trigger renewals, upsells, and cross-sell opportunities. DataDome’s 98% renewal rate on all contracts can be attributed to multiple factors:
As Head of Customer Success, Soraya Remé regularly analyzes DataDome’s growth retention rate, net retention rate, and net promoter score (NPS) to ensure the highest levels of customer success. An NPS indicates the customers’ satisfaction and loyalty, and is measured by how likely customers are to recommend DataDome to their professional network. The industry average is 42; DataDome’s NPS is 72.
I am very proud of DataDome’s net promoter score and 98% retention rate. This is not only outstanding in our industry, but exceptional in today’s global economic environment.
From New York to Los Angeles and from Paris to Singapore, DataDome’s global customer success team continues to raise industry standards and operate with incredible efficiency.
What I appreciate the most about our team is how they are fully autonomous, and truly own the responsibilities of their portfolios. They have the leeway they need to ensure we continue to reach and exceed our objectives.
Soraya Remé, Head of Customer Success
The customer success team continues to expand! If you are interested in joining DataDome in our mission to rid the web of fraudulent traffic, we encourage you to explore our careers page, or even submit your resume through a spontaneous application.
