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 drive business outcomes.

Requirements

• 5+ years of experience managing and driving adoption with enterprise accounts, preferably with SaaS companies/products
• Curiosity
• A growth mindset and are willing to think from first principles
• Ability to break down big problems / ambiguous goals into smaller actionable steps
• Empathy for customer workflows and the ability to dig deep
• Past technical experience in some capacity

Responsibilities

• Conducting check-in meetings for tactical items
• 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
• 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
• 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

Benefits

• Remote work
• Competitive base salary pay range of $125,000 to $148,000