Customer Success Manager

Summary

Join Fuel iX, an enterprise-grade AI engine, as their first Customer Success Manager! This hybrid role (in-office presence three days a week or remote with travel) will focus on post-sale customer relationships and maximizing the value of our AI solutions. You will guide customers through onboarding, provide ongoing support and training, and collaborate with cross-functional teams. Proven B2B SaaS experience is required. This pivotal role ensures our AI engine delivers flexibility, control, productivity, and trust to enterprises worldwide. Fuel iX helps enterprises manage and accelerate AI-fueled intelligent experiences. The position offers a competitive salary and a comprehensive benefits package.

Requirements

• 6+ years of experience in customer success, account management, or a similar role supporting a B2B SaaS organization
• Proven track record of exceeding customer success goals (e.g., retention rate, customer satisfaction score)
• Strong communication, interpersonal, and relationship-building skills, with the ability to build rapport with clients at all levels. Experience working with multiple levels of customer stakeholders – technical admins, c-level executives, legal, and compliance teams
• Excellent problem-solving and analytical skills, with the ability to identify the root causes of customer issues and develop solutions
• Proficiency in CRM and customer support tools

Responsibilities

• Guide new customers through a seamless onboarding process, equipping them for successful product adoption, efficient use, and collaborative work
• Provide ongoing support and education to customers by conducting training workshops, and demoing new product features and releases
• Create and update user guides, tutorials, and support documentation
• Monitor customer health metrics and engagement levels to proactively address any issues and ensure customer satisfaction
• Conduct Quarterly Business Reviews (QBRs) to review customer progress, identify growth opportunities, and address any potential issues
• Collaborate with cross-functional teams, including AI engineers, data scientists, and product managers, to address customer needs and enhance product offerings

Preferred Qualifications

Strong understanding of AI technology and its applications in various industries

Benefits

• Healthcare benefits - Medical, Vision, Dental (Including an option for 100% coverage of individual employee medical premiums)
• Life & Disability Insurance
• 401K matching
• Flexible paid time off & paid company holidays
• Parental Leave
• Employee Share Purchase Plan
• Employee Assistance Program (EAP)