Customer Success Manager
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Job Description
Customer Success Manager driving customer adoption, value realization, and retention for Observe.AI's SaaS solutions. Collaborating with contact center leaders to transform operations with AI agents and intelligence.
Responsibilities:
- Driving process change and product adoption through change management, executive level relationships, project management, and training enablement
- Monitoring customer health across the customer journey and taking data driven actions to influence the right behavior
- Conducting Quarterly Business Reviews at an executive level to demonstrate qualitative and quantitative value
- Championing and owning customer retention and partnering with Account Managers on upsells
- Advocating for customer needs and educate them on adopting new features as we continue to enhance the product
- Confidently working in an ambiguous environment -- we are a fast moving startup!
- Collaborating internally and externally to solve pain points for your customerProviding key contributions to help grow and scale our Customer Success organization
Requirements:
- 5+ years of experiencing owning clients in a CSM capacity for a SaaS solution, with proof of value add
- You can tell us how you uncover your customers business needs, and align usage of your SaaS product to meet those needs
- Knowledge SaaS business models, customer success methodologies, and customer lifecycle management.
- Strong communication, presentation, and interpersonal skills.
- Strong organizational and project management skills.
- Data-driven, process oriented individual who can point to ways you’ve up-leveled the product / process and people in your professional experience past
- Eager to learn, try new things, and take calculated risks - for great impact, reward, and fulfillment!
Benefits:
- Competitive compensation including equity: Market-aligned base pay, performance incentives, and meaningful equity ownership
- Excellent medical, dental, and vision insurance options: Comprehensive medical, dental and vision benefits for employees and eligible dependents
- Flexible Paid Time Off: Our unlimited, flexible PTO policy empowers you to take the time you need to recharge, maintain balance, and perform at your best.
- Additional Time to Recharge: 10 company holidays, an annual company-wide Winter Break, and paid parental leave to fully support life outside of work.
- 401(k) plan: Long-term financial planning support with tax-advantaged retirement savings
- Quarterly Lifestyle Spending Account: Flexible quarterly stipend to support wellness, learning and professional development, and personal growth
- Monthly Mobile + Internet Stipend: Support for remote and hybrid work connectivity needs
- Pre-tax Commuter Benefits: Tax-efficient transit and commuting support for hybrid and in-office employees
- Autonomy and Agency: Play a meaningful role in scaling a category-defining GenAI platform transforming the future of customer experience.
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