Customer Success Manager

Summary

Join our founding team at AtlasRTX, a NICE company, and help revolutionize customer engagement using AI, mobile messaging, and machine translation. As a Customer Success Manager, you will design, manage, and support state-of-the-art, real-time customer experience and conversational marketing programs. You will work closely with clients and engineering teams to achieve their business objectives, deliver executive presentations, and analyze account performance. Success in upselling and renewals is crucial. This role requires strong communication and problem-solving skills, along with SaaS or CCaaS experience. The ideal candidate will also possess additional skills in areas such as product management, AI, and marketing automation tools.

Requirements

• 3+ years of experience in SaaS or CCaaS
• Strong communication skills
• Expertise in problem-solving

Responsibilities

• Develop an understanding of each client's business objectives and a strategy for supporting the client in achieving those objectives
• Responsible for building and delivering C-Level executive presentations
• Conduct historical reviews of account performance, account segmentation, and prioritization, and oversee win/loss analysis and other predictive analytics
• Demonstrated success with upsell / renewal activity into $100K+ ACV deals
• Provide day-to-day support to clients
• Turn clients into champions
• Identify and pursue expansion opportunities
• Meet or exceed KPIs including net revenue retention

Preferred Qualifications

• Existing SaaS, product management, and/or AI experience
• Marketing automation tools experience would be fantastic (Marketo, HubSpot, Klaviyo, SocialPilot)
• Experience working with Power BI, Tableau and SQL is preferred but not required