Customer Success Manager

Summary

Join Relyance AI as a Senior Customer Success Manager to manage customer adoption, expansion, retention, and post-implementation experience. Build relationships with diverse customer stakeholders, develop joint success plans, and conduct check-in meetings and business reviews. Proactively identify opportunities for customers to maximize product/service use and gather customer feedback. Become a Relyance AI product expert, identify process gaps, and implement playbooks to optimize the customer success function. Collaborate with the sales team on deals, renewals, and expansions, and actively participate in shaping the future of the Customer Success organization. This individual contributor role requires a Bachelor’s or Master’s degree and 5+ years of experience managing enterprise accounts, preferably with SaaS companies.

Requirements

• Bachelor’s degree or master’s in computer science, engineering, business or other related field
• Ability to work the night shift in Bangalore, India
• 5+ years of experience managing and driving adoption with enterprise accounts, preferably with SaaS companies/products
• Renewal/expansion experience in the SaaS industry is must. Also, knowledge of security and privacy is critical skill
• Curiosity
• A growth mindset and are willing to think from first principles
• Ability to break down big problems / ambiguous goals into smaller actionable steps. A bias for creating clarity (for internal stakeholders and customers) and strong project management skills will be a key part of this role
• Empathy for customer workflows and the ability to dig deep. Making customers successful makes you successful
• Past technical experience in some capacity and find modern technology stacks fascinating

Responsibilities

• Conducting check-in meetings for tactical items and performing business reviews with C-level executives / decision-makers to align on their objectives and business outcomes
• Understand customer workflows and proactively identify customers who aren’t maximizing their opportunity with our product/service and reach out to create an action plan to help them achieve success
• Be the voice of the customer by consistently capturing customer feedback, customer highlights, and lowlights and channel that internally with various stakeholders (product, exec team, etc.)
• Becoming a Relyance AI product expert
• Identify process gaps, templatize, and implement playbooks to scale and optimize the Relyance AI customer success function
• Collaborate with the Sales team to manage deals, renewals, and expansions
• Actively participate in shaping the future of the Customer Success organization at Relyance AI

Preferred Qualifications

• Privacy experience (GDPR, CCPA, GRC, etc.) in some capacity
• Experience with code in your past experience/school or a side project or technical SaaS implementation experience. While coding will not be a part of this role, the willingness and curiosity to lean into different technology stacks and work with technical stakeholders will set you up for success