Senior Customer Success Manager

Summary

Join Relyance AI as a Senior Customer Success Manager and lead customer adoption, expansion, retention, and post-implementation experience. Establish trust with customers, develop joint success plans, and identify process gaps to optimize the customer success function.

Requirements

• Bachelor’s degree or master’s in computer science, engineering, business or other related field
• 5+ years of experience managing and driving adoption with enterprise accounts, preferably with SaaS companies/products
• Ability to work the night shift in Bangalore, India
• 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

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

• Past technical experience in some capacity and find modern technology stacks fascinating
• Bonus points for: 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

Benefits

Working at Relyance AI