Customer Success Manager

Summary

Join Invoca, a leader in AI-powered Conversation Intelligence, as a Customer Success Manager! You will advise and support a portfolio of Financial Services and Home Services customers, managing $3-5M in revenue. This strategic role requires leveraging human and digital touchpoints to drive customer adoption, expansion, and retention. You will act as a trusted advisor, using data and automation to deliver personalized engagement. Collaboration with cross-functional teams is key to ensuring customer success. The ideal candidate possesses strong B2B SaaS experience and a passion for AI-driven technology.

Requirements

• 2+ years of Customer Success or Account Management experience in B2B SaaS
• 2+ years working with enterprise software, preferably in Financial Services or Home Services
• Strong project management skills, with experience prioritizing competing initiatives
• Ability to consult and communicate effectively with all levels of an organization
• Passion for AI-driven technology and how it transforms customer engagement

Responsibilities

• Own and manage a portfolio of customers, understanding their business goals, challenges, and opportunities to drive engagement and success
• Develop and execute strategic account plans to maximize adoption, retention, and expansion
• Employ data-driven insights and automation tools (e.g., Gainsight, Salesforce) to deliver the right message at the right time
• Act as a strategic consultant, providing best practices and solutions tailored to each customer’s needs
• Lead customer training, business reviews, and enablement sessions through email, calls, and scheduled meetings
• Proactively identify risks and opportunities, leveraging internal teams (Sales, Product, Marketing, and Support) as needed
• Advocate for customers internally, providing feedback to influence product development and innovation
• Foster long-term relationships, ensuring high satisfaction, advocacy, and loyalty

Preferred Qualifications

• Background in digital marketing, advertising technology, or performance marketing, with an understanding of how marketers optimize customer acquisition and engagement
• Familiarity with Adobe Analytics, Google Ads, Sitecore, HubSpot, FullStory, or similar tools
• Experience using Salesforce, Gainsight, and other SaaS platforms
• BA/BS degree preferred

Benefits

• Flexible Time Off – We encourage a healthy work-life balance. Our flexible paid time off policy allows you to recharge and take time away as needed
• Paid Holidays – Invoca provides 16 U.S. paid holidays, including a winter break, giving you ample opportunity to refresh and spend time with friends and family
• Health Benefits – Our healthcare program includes medical, dental, and vision coverage, with multiple plan options so you can choose what works best for you and your family. Fertility assistance is also included
• Retirement – Invoca offers a 401(k) plan through Fidelity with a company match of up to 4%
• Stock Options – All employees are invited to share in Invoca’s success through stock options
• Mental Health Program – Well-being support on a broad range of issues is available through our SpringHealth program
• Paid Family Leave – Up to 6 weeks of 100% paid leave is provided for baby bonding, adoption, and caring for family members
• Paid Medical Leave – Up to 12 weeks of 100% paid leave is provided for childbirth and medical needs
• InVacation – As a thank-you to our long-term team members, we offer a bonus after 7 years of service
• Wellness Subsidy – We provide a subsidy that can be applied toward gym memberships, fitness classes, and more