Customer Success Manager

Summary

Join our Customer Success team and drive adoption of our AI-powered products by engaging with customers, onboarding new clients, and managing renewals. You will work closely with the rest of the Shift organization to uncover new ways to make Shift integrated into the client and help improve our product.

Responsibilities

• Drive retention and growth of clients by understanding their business needs and helping them succeed
• Enable successful roll-out of Shift technology to customers, including sharing and developing relevant creative assets, brainstorming ideas, and attending launches virtually or in-person
• Collaborating closely with our product and product marketing teams and act as a SME for commercial line insurance
• Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement
• Identify opportunities for customers to act as Shift advocates (e.g. testimonials, case studies)
• Collaborate closely with Sales, Data Science, PM, Partners to support pilot customers, renewals, and expansion opportunities
• Marshall resources across the Shift organization as needed to support customers’ needs
• Identify opportunities within your client’s Fraud Detection and Claims management strategy that can be improved via incremental usage of Shift’s products and services
• Represent the voice of the customer to inform our sales process and product roadmap
• Travel and meet with customers onsite to discover and understand their needs and help them develop an onboarding process and map an engagement plan