Customer Success Manager

Company Overview

We've partnered with a well-funded startup located in the San Francisco Bay Area, specializing in AI-driven innovations in the Home Services industry. This Series A company is pioneering the next generation of AI-powered solutions, focusing on revenue automation for businesses. They have experienced remarkable growth, demonstrating a 400% revenue increase in the first half of 2024.

Role Overview

We are seeking a Customer Success Manager (CSM) to act as the primary point of contact for customers. In this role, you will guide clients through their journey with our GenAI solutions, ensuring that they achieve their desired outcomes while driving adoption and satisfaction.

Key Responsibilities

• Customer Onboarding: Lead the process of onboarding new customers for a smooth implementation of our solutions.
• Relationship Management: Build and maintain long-term relationships with customers, serving as a trusted advisor.
• Customer Engagement: Regularly interact with customers to understand their goals and challenges, ensuring they leverage our technology effectively.
• Success Planning: Create and execute tailored customer success plans to drive product adoption.
• Proactive Support: Monitor customer health metrics and proactively address potential issues to maintain satisfaction and retention.
• Product Training: Provide training and ongoing support to maximize the value customers gain from our solutions.
• Feedback Loop: Gather customer insights to help inform product development and enhancements.
• Renewals and Upsells: Drive renewals and identify upsell opportunities by demonstrating ongoing value to customers.
• Metrics and Reporting: Track key customer success metrics, including satisfaction and retention.

Qualifications

• Experience: 3-5 years in customer success, account management, or related roles, ideally within a SaaS or tech environment.
• Industry Knowledge: Familiarity with the Home Services industry and/or AI is a significant advantage.
• Customer-Centric: A passion for delivering exceptional customer experiences with a comprehensive understanding of customer needs.
• Relationship Building: Excellent interpersonal and communication skills to cultivate trusted relationships.
• Problem-Solving: Strategic thinker capable of navigating complex challenges in a dynamic environment.
• Technical Aptitude: Quick to learn and adapt to new products and technologies.
• Results-Oriented: Proven track record of meeting customer success KPIs and achieving measurable outcomes.

Benefits

• Be part of a rapidly growing company transforming industries through AI innovation.
• Collaborative and energetic work environment with a dedicated team.
• Competitive salary, equity options, and a comprehensive benefits package.
• Opportunity to significantly impact customer success and company growth.