Customer Success Manager

Summary

Join Otter.ai's Customer Success team and help shape its future. Working closely with the Head of Customer Success, you will define and implement strategies for customer adoption, retention, and expansion. You will lead proactive customer engagements, conduct technical onboardings and training, and create internal tools and processes to improve customer success operations. As a technical advisor, you will provide support and work with other teams to resolve customer issues. You will share insights with other teams to drive continuous improvement and guide customers in adopting new products. Finally, you will collect customer feedback to refine strategies and inform product development.

Requirements

• BA/BS degree or equivalent practical experience
• 3+ years in Customer Success or Account Management
• Strong technical background
• Strategic thinker with tactical execution
• Impeccable oral and written communication skills with the ability to articulate complex information to both technical and non-technical audiences
• Proven track record of meeting or exceeding monthly targets and overcoming objections with strategic, creative solutions
• Exceptional ability to manage and prioritize multiple tasks and opportunities in a fast-paced environment

Responsibilities

• Lead proactive engagements with customers, conduct technical onboardings, training, demos, webinars, tailored success plans, and QBR’s
• Contribute to the creation and refinement of internal tools, processes, documentation, playbooks, and collateral to improve customer success operations
• Act as a technical advisor to customers, providing proactive and reactive support to resolve any technical challenges they may face
• Work closely with Product, Engineering and Support teams to resolve customer issues efficiently and effectively
• Share valuable insights with Sales, Growth, and Product teams based on your interactions with customers, driving continuous improvement across the company
• Guide customers in adopting new products, helping them achieve long-term success and maximize the value of Otter.ai
• Collect customer feedback to refine our strategies, advocate for new product features, and inform product development

Preferred Qualifications

Experience using Salesforce is required; familiarity with customer success engagement tools such as Catalyst or Outreach.oi are a plus

Benefits

Salary Range: $120,000 to $143,000 USD per year