Customer Success Manager

Summary

Join Doxel AI's Customer Success Team as a foundational member and brand ambassador, focusing on maximizing customer value from our product. Partner with strategic customers to demonstrate product impact, enable effective utilization of Doxel's dataset, and curate educational content. You will be the first responder to enterprise customer support requests, building relationships to drive customer success from individual users to executive stakeholders. This role requires a minimum of 6 years of experience in sales or customer success within a high-growth B2B SaaS company, along with a proven track record of managing client portfolios and a strong understanding of modern tech stacks. The position involves significant travel (50%+) to build rapport and drive results. Doxel offers competitive compensation, comprehensive health benefits, unlimited PTO, a 401(k) program, and a flexible work environment.

Requirements

• Minimum of 6 years experience in sales or customer success with a focus on expansions, cross-sells, upsells, and churn prevention at a high-growth, B2B SaaS company
• Demonstrated success in managing a portfolio of clients
• Comfortable with modern tech stack for managing and communicating with customers
• Proactive and self-motivated, you're a beacon of positivity and enthusiasm
• High aptitude and willingness to continually learn new technologies
• Adaptable to various work settings and strong personal initiative to execute with minimal oversight
• Experience working in a multifaceted and evolving environment wearing many hats
• Travel 50%+ to build rapport and drive results with customers

Responsibilities

• Partner directly with Doxel’s strategic customers’ key stakeholders to demonstrate and prove the impact of Doxel’s products and services
• Enable customers to effectively utilize Doxel’s robust dataset to drive efficiencies and ask the right questions of their teams
• Curate media and educational content for customers
• Be the first responder to Enterprise customer support requests
• Work as a trusted advisor to Doxel’s strategic customers driving impact and success at all costs
• Urgently drive our customers towards trust, adoption, and expansion
• Act as a subject matter expert to Doxel’s products while training multiple customer personas
• Lead Monthly and Quarterly Business Reviews with executive stakeholders
• Document feature requests, validate minor bugs, and escalate technical requests to the engineering leads as required
• Gather feedback from customers and identify trends, pain points, and areas of friction
• Build out best practices/FAQ to most effectively and consistently help our customers
• Escalate any high-priority customer situations and solve issues
• Foster universal adoption of the Doxel platform

Preferred Qualifications

Experience in the commercial construction industry as a project engineer, project manager, scheduler, superintendent, and/or project controls and/or knowledge of processes and procedures followed by general contractors

Benefits

• Comprehensive health/dental/vision benefits for employees and their families
• Unlimited PTO policy
• 401(k) program
• Flexible work environment