Manta was a venture-backed enterprise data lineage platform preparing to be acquired. It had no formal customer success function. I built one that became a core part of the company's acquisition readiness.
Manta automates metadata extraction and data lineage across environments like Oracle, Snowflake, Databricks, and Informatica. Sales handed closed deals to support, which left customers to work through complex integrations alone. Many stalled before they reached their first lineage diagram.
There was no health scoring, no documented escalation path, and no predictable retention model. For a company heading into acquisition, that was a problem. An acquirer's diligence team would look for exactly those things and find nothing.
I stood up three teams and gave each a clear job in the post-sale motion.
Customer satisfaction reached 96.5 percent across global enterprise accounts, employee NPS held at 80, and deployment time-to-value improved 20 percent. Manta was acquired by IBM's Data and AI division, and the customer success organization was cited as a core part of the company's acquisition readiness.
Shane joined Manta when we had no formal customer success function and built it from the ground up.
Tomas Kratky · Founder & CEO, Manta (acquired by IBM)