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We are seeking a strategic Customer Success Senior Manager to build our Customer Success team. Reporting directly to the Head of Growth, you will be responsible for fostering long-term relationships with our clients, ensuring their success and satisfaction with our AI solutions, along with driving customer retention and growth.​

Responsibilities

• Build and lead Customer Success Team: Build and lead the Customer Success team, providing guidance and support to ensure the team delivers exceptional service and support to our clients.​
• Customer Relationship Management: Develop and maintain relationships with key clients, serving as the primary point of contact for escalations and strategic discussions.​
• Customer Onboarding and Adoption: Oversee the customer onboarding process to ensure a smooth transition from Sales to Customer Success. Implement strategies that drive product adoption and utilization.​
• Customer Advocacy: Act as the voice of the customer within the company, ensuring that customer feedback is heard and acted upon to improve product offerings and customer experience.​
• Retention and Growth Strategies: Develop and execute strategies to increase customer retention and reduce churn. Identify upsell and cross-sell opportunities by understanding customer needs and aligning them with our product offerings.​
• Performance Management: Establish key performance indicators (KPIs) for the Customer Success team and regularly track and report on these metrics to assess team performance and customer health.​
• Cross-Functional Collaboration: Collaborate with Sales, Product Management, and Engineering teams to ensure alignment between customer requirements and product development.​
• Continuous Improvement: Identify areas for improvement in the customer experience and customer success processes, driving continuous improvement and innovation.​

Qualifications

• Bachelor’s degree in Business Administration, Marketing, or a related field.​
• At least 8-10 years of experience in customer success or a related field, with a proven track record of leading a customer success team in a technology-driven environment.​
• Strong understanding of customer success metrics and the ability to link them to business outcomes.​
• Excellent interpersonal and communication skills, with the ability to build relationships and influence both customers and internal stakeholders.​
• Demonstrated ability to manage and inspire a team in a dynamic and fast-paced setting.​
• Proficient in CRM and Customer Success software platforms such as Salesforce or Hubspot