Senior Customer Success Manager

Summary

Join Relyance AI as a Senior Customer Success Manager and manage the post-implementation experience for your customer portfolio. Build relationships with customer stakeholders, develop joint success plans, and conduct check-in meetings and business reviews. You will understand customer workflows, proactively identify areas for improvement, and act as the voice of the customer internally. Becoming a Relyance AI product expert and identifying process gaps to optimize the customer success function are key aspects of this role. Collaborate with the sales team and actively participate in shaping the future of the Customer Success organization. This role requires a Bachelor's or Master's degree, 5+ years of experience managing enterprise accounts, and a strong understanding of customer workflows.

Requirements

• Bachelor’s degree or master’s in computer science, engineering, business or other related field
• Ability to work the night shift in Bangalore, India
• 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. A bias for creating clarity (for internal stakeholders and customers) and strong project management skills
• Empathy for customer workflows and the ability to dig deep
• Past technical experience in some capacity and find modern technology stacks fascinating

Responsibilities

• Manage the adoption, expansion, retention, and overall post-implementation experience for your portfolio of customers
• Establish trust and build relationships with different customer stakeholders (including managers, directors, VPs, and CISOs)
• Develop joint success plans with customers to ensure a clear plan is in place to achieve their objectives
• Conduct check-in meetings for tactical items and perform business reviews with C-level executives / decision-makers
• 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.)
• Become 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

• 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

Benefits

• Unreasonably hospitable and data-driven culture
• Empowered team members solving problems proactively based on information, crafting personalized experiences, and radiating enthusiasm
• Trust and freedom allow team members to find creative solutions
• Shared purpose and recognition fuel a spirit of greatness to truly wow customers and each other
• We deconstruct failures to learn from them and take great pride in our successes; celebrating both
• Fair and equitable compensation practices
• Data-driven pay practices with the goal of ensuring offerings are competitive to the market and our team members are being compensated correctly based on their roles, experience, and location