Remote Customer Success Manager

Summary

The job is for a Technical Customer Success Manager at Netomi AI, a fast-growing AI company backed by leading investors. The role requires more than 5+ years of experience in a technical customer success role within a B2B SaaS environment, strong relationship building skills, and the ability to travel up to 20-30% of the time.

Requirements

• More than 5+ years of experience in a technical customer success role within a B2B SaaS environment
• Self-assured working in a fast-moving environment, with a willingness to make quick judgements based on continuous prioritization and evolving customer needs
• Relevant consulting experience required preferably in the SaaS environment
• Good sense of curiosity with a genuine desire to learn, think with agility and apply them in new situations
• Stellar written and verbal communication tailored to the persona
• Proven track record to build strong relationships with VP and C-Suite management in the customer portfolio
• Strong sense of technical knowledge, working knowledge of APIs, and managing integrations
• Familiarity with customer relationship management (CRM) software, Support platforms (Zendesk, Salesforce)
• Must be willing to travel up to 20-30% of the time in response to customer needs, with all necessary travel documents maintained and current

Responsibilities

• Work with Netomi’s strategic customers to drive product adoption, renewal, and customer satisfaction
• Act as a trusted advisor, thought manager, and subject matter expert to customers
• Partner with customers to understand their current and future business goals and problems
• Empower customers to connect their goals and problems with solutions in our platform while increasing usage and adoption
• Strategies to secure executive visibility of Netomi’s business results
• Partner with the internal account team (e.g. sales, product, support, and marketing) to design and execute optimal account plans for each customer
• Engage with product & engineering teams to translate customer feedback into product requirements
• Demo Product capabilities and features to customers post release cycle and hands-on experience with complex product integrations to drive the usage and adoption of our product
• Maintain accurate and up-to-date records of client interactions and account activities in our system of record