About the role
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.
