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.
ResponsibilitiesBuild 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.QualificationsBachelor'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. $150,000 - $180,000 a year
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