Customer Success Manager

About the Role

We are looking for a Customer Success Manager to ensure our clients achieve their desired outcomes while using our AI-powered communication platform. You will act as a trusted advisor to our customers, helping them maximize value from our solutions, driving adoption, and ensuring high levels of satisfaction and retention.

Key Responsibilities

• Build and maintain strong relationships with assigned customers throughout their lifecycle
• Develop a deep understanding of customer business objectives and help them achieve success
• Create and execute customer onboarding plans and ensure smooth implementation
• Monitor customer health metrics and proactively address potential issues
• Conduct regular check-ins and business reviews with customers
• Identify upsell and cross-sell opportunities within existing accounts
• Collaborate with cross-functional teams to resolve customer issues
• Gather and communicate customer feedback to product and engineering teams

Requirements

• 2+ years of experience in customer success, account management, or similar customer-facing roles
• Strong communication and presentation skills
• Ability to build relationships with customers at various levels
• Problem-solving skills and a customer-first mindset
• Experience with CRM platforms (Salesforce, HubSpot, etc.)
• Strong organizational skills and attention to detail
• Bachelor's degree in Business, Communications, or related field

Nice to Have

• Experience in SaaS or technology industry
• Knowledge of contact center operations or customer service technologies
• Familiarity with project management methodologies
• Experience with customer success platforms (Gainsight, CustomerSuccess, etc.)
• Understanding of AI/ML concepts and applications