Remote Enterprise Customer Success Manager

Summary

Join Aisera's dynamic Customer Success team and play a pivotal role in ensuring customer success. Partner with internal teams to bridge business and technology, acting as the voice of the customer to achieve desired business outcomes. This highly visible role offers significant growth opportunities and requires strong analytical skills, excellent communication, and deep knowledge of Customer Success KPIs. The ideal candidate will have 7-10 years of experience in Enterprise SaaS and thrive in a fast-paced startup environment. While based in Palo Alto, CA, remote work may be considered for the right candidate.

Requirements

• 7-10 years of experience in Enterprise SaaS in one or more areas of Customer Success, Support, Solution Consulting
• Thrive in a startup environment - we move quickly and wear many hats in a dynamic environment
• Must have strong analytical skills with strong business acumen
• Deep knowledge of Customer Success KPIs, flows, activities, and routines, managing large and complex accounts
• Outstanding Presentation and Communication Skills: Must be able to present to various persona and levels within our customer organizations
• A passion for customers and problem-solving, desire to go deep and become familiar with the customer’s technical and business environment
• Good familiarity with AI/ML and related technologies
• Bachelor’s or higher degree in computer science, engineering, or related technical field

Responsibilities

• Serve as the primary point of contact for customers throughout their entire journey: from onboarding, through implementation, support, expansion, and renewal
• Develop a trusted advisor relationship with customer stakeholders and executive sponsors to drive product adoption and ensure customers are leveraging our solution to realize the highest value with increased adoption, engagement, coverage, and other KPIs
• Deliver Monthly / Quarterly Business Reviews and effectively manage meeting cadence
• Stay current with the most recent changes to our product and educate customers on our offerings and updates
• Lead growth opportunities by expanding into new use cases and teams
• Identify and communicate customer’s pain points and enhancement requests to the product team
• Proactively Identify risks and collaborate closely with team members to address all issues to assure fast resolution and high customer satisfaction
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes
• Report internally and externally on customers project progress, usage, and health KPIs
• Deliver RCA communications after service outages
• Coordinate any internal or external UAT’s as required

Preferred Qualifications

• Startup experience
• Enterprise SaaS experience
• Domain expertise in IT, HR or Customer Support
• Experience with Java, JavaScript, Python, or other scripting / programming languages

Benefits

$130,000 — $150,000 USD