Customer Success Specialist

Summary

Join Ema, a leading AI technology company, as a founding Customer Success Specialist. You will play a crucial role in driving customer engagement, onboarding, retention, and growth. This position requires strong communication, strategic thinking, and negotiation skills, along with 5+ years of experience in enterprise SaaS customer success. You will be responsible for managing customer relationships, resolving issues, and providing valuable feedback to the product team. Ema offers a competitive salary, performance-based bonuses, and the opportunity to be a key contributor to a rapidly growing company. The ideal candidate is a self-starter with a strong sense of urgency and a bias for action.

Requirements

• Relevant Experience: 5+ years in Customer Success, preferably in Enterprise SaaS
• Knowledge of AI: Familiarity with artificial intelligence technologies, concepts, and applications, with the ability to articulate their value proposition to potential customers
• Communication Skills: Excellent verbal and written communication skills, with the ability to effectively convey complex information and build rapport with diverse audiences
• Strategic Thinking: Strong analytical and problem-solving skills, with the ability to understand customer needs, identify opportunities, and develop tailored solutions to drive sales growth
• Negotiation Skills: Demonstrated ability to negotiate and close deals, with a keen understanding of pricing strategies, contract terms, and negotiation tactics
• Customer Focus: Customer-centric mindset with a commitment to delivering exceptional service and building long-term relationships with clients
• Adaptability: Ability to thrive in a fast-paced startup environment, with the flexibility to adapt to changing priorities, overcome challenges, and seize opportunities for growth

Responsibilities

• Develop deep relationships with enterprise customers across various industries
• Understand customer needs, business goals, and challenges to align solutions effectively
• Serve as the trusted advisor and single point of contact for enterprise accounts
• Conduct regular business reviews to track KPIs, drive adoption, and showcase value
• Manage the onboarding process, ensuring smooth deployment and integration
• Train and educate customer teams on product usage, new features, and best practices
• Monitor product adoption and proactively address potential challenges
• Identify upselling and cross-selling opportunities to help customers expand their usage
• Manage renewals and reduce churn by addressing risks and advocating customer needs internally
• Collaborate with the sales team to drive account expansions and referrals
• Partner with technical support to resolve issues quickly and efficiently
• Escalate critical customer concerns to relevant internal stakeholders
• Act as the voice of the customer, providing product feedback and insights to the product team
• Track key metrics such as NPS, customer health scores, and renewal rates
• Maintain customer records, activities, and progress in the CRM system

Preferred Qualifications

• A hustler's mindset with a strong sense of urgency and a bias for action
• You should be a self-starter who thrives in a fast-paced, results-driven environment
• Like to own and drive projects with a high bar on quality
• We will always love it if you take ownership of a problem and try to solve it without asking for permission
• Like to measure the impact of everything that you do and set and achieve aggressive goals
• Are willing to roll up your sleeves and get things done

Benefits

• Competitive salary and performance-based bonuses
• Opportunity to be the founding Customer Success Specialist with one of the industry’s leaders in the agentic AI space