Customer Success Manager

Summary

Join our team and help revolutionize how companies engage customers and stakeholders using AI, mobile messaging, human-guided texting, and intelligent web assistant technologies. As a Customer Success Manager, you will play a critical role in supporting clients using AtlasRTX and Verse.ai products, ensuring customer success across texting and web-based engagement platforms. You will work remotely with a passionate team, contributing to a unified company with integrated tools and goals. The role involves developing client strategies, delivering executive presentations, conducting performance reviews, implementing renewal strategies, providing support, fostering client engagement, identifying expansion opportunities, and exceeding KPIs. This position requires experience in SaaS or CCaaS, account management, and strong communication skills.

Requirements

• 3+ years of experience in SaaS or CCaaS
• Experience in account management, customer success, or adjacent roles- working with Enterprise clients with substantial Annal Contract Values
• Strong communication and relationship-building skills
• Strategic thinking and problem-solving ability

Responsibilities

• Develop an understanding of each client's business objectives and a strategy for supporting the client in achieving those objectives
• Build and deliver C-Level executive presentations to articulate results and value
• Conduct business reviews of account performance, lead segmentation and prioritization efforts, and oversee win/loss and other predictive analytics
• Demonstrate success with renewal and retention strategies
• Provide proactive, day-to-day support to clients
• Turn clients into champions by ensuring ongoing value and engagement
• Identify and pursue expansion opportunities to grow revenue
• Meet or exceed KPIs including net revenue retention and customer satisfaction

Preferred Qualifications

• Experience with SaaS, product management, and/or AI platforms
• Familiarity with CRM tools like Salesforce and Hubspot
• Experience using customer success platforms such as Totango and Gainsight
• Proficiency with data visualization and analytics platforms like Power BI or Sigma