Customer Success Manager

Summary

Join HumanSignal's Customer Success team as a founding member, owning client accounts and ensuring they achieve their business goals. You will build strong customer relationships, drive business value through effective strategies, and help clients fully utilize the software. Responsibilities include managing the customer lifecycle, expanding enterprise accounts, and collaborating with sales, product, and marketing teams. The role requires extensive experience in customer-facing technical roles, managing customer relationships, and working with SaaS companies and cloud architectures. Success in this position involves achieving customer satisfaction, renewal targets, and contributing to the growth of the customer success function. HumanSignal offers a competitive salary and commission structure, along with the opportunity for professional growth within a dynamic startup environment.

Requirements

• Minimum of 6 years of experience working in customer-facing technical roles
• At least 5 years of experience building and managing customer relationships
• Minimum of 4 years of experience at a SaaS-company working with cloud architectures
• Foundational technical understanding of data collection, feature engineering, model training and productionalization
• Solid knowledge of the ML/AI market, pain points of enterprise-wide AI adoption, and common strategic focus of Head of Engineering / Head of AI persona

Responsibilities

• Build long lasting meaningful relationships with customers to ensure consistent and proactive engagement
• Drive business value with the customers by prescribing effective success plays based on customer business goals and long term strategic direction
• Help our existing and new customers fully utilize the software and integrate it into their pipelines
• Own customer lifecycle from onboarding through renewal
• Land and expand existing Enterprise accounts to democratize and operationalize labeling initiatives as part of their standardized practice
• Get introduced to existing enterprise customers and setup schedules to collect feedback and understand their desired outcomes
• Learn and understand company product value proposition
• Identify gaps between the current status and the client’s desired outcome and how those gaps could be bridged
• You will be working alongside the sales, product and marketing teams crafting a mutual success plan with the customers
• Advise our customers on best practices for product usage and share applicable success stories to help clients transform their data labeling practice
• Focus on hitting targets for customer satisfaction, renewals, and retention
• Partner with the champion to evangelize success and achievements to further drive awareness and expansion opportunities within the organization
• Iterate on the process of capturing product feedback and feature requests, identify the “why” and value behind that information
• Nurture relationships with strategic accounts starting from user personas, then move to senior, and then executive levels. Guarantee satisfaction and alignment along every step
• Help continue building out customer success functions by drafting best practices, playbooks, and process designs in order for the team to serve a large book of customers at scale
• Keep scaling customer success initiatives based on the customer and usage growth
• Be proactive in identifying future obstacles in terms of larger customers' adoption and usage
• Have the opportunity to be groomed into a leadership position

Benefits

• Base cash compensation for this role is targeted between $127,000 to $152,000 USD
• This role also qualifies for variable compensation in the form of commissions
• If an employee is meeting sales objectives as outlined in our commission plan we anticipate the on target earnings for this role to be between $158,000 to $190,000