Senior Customer Success Specialist

Summary

Join VERSES, a cognitive computing company, as a Sr. Customer Success Specialist! This remote role (USA or Canada) focuses on guiding customers through our sophisticated AI-powered software platform. You will be responsible for onboarding, training, relationship management, product adoption, and performance reporting. The ideal candidate possesses a Bachelor's degree (or equivalent experience), 2+ years of relevant experience in the software industry, and a strong understanding of AI/ML concepts. VERSES offers a global virtual work environment, responsible paid time off, a generous total rewards package, and more.

Requirements

• Bachelor’s degree in Business, Computer Science, Data Science, or a related field (or equivalent work experience)
• 2+ years of experience in a Customer Success, Account Management, or related customer-facing role within the software industry
• Basic understanding of AI/ML concepts, inference models, statistical computing, and how they apply to business problems
• Familiarity with SaaS platforms, data analytics tools, and CRM systems (e.g., Salesforce, Gainsight, HubSpot, etc.)
• Basic programming or scripting experience (Python)
• Strong communication and interpersonal skills
• Have the ability to explain complex AI concepts in simple terms
• Strong presentation and training skills for delivering customer presentations and demos
• Being detail-oriented and having strong project management skills
• Take a proactive approach to problem-solving, being comfortable with fast-paced environments
• Empathetic and customer-centric
• Self-motivated while being a collaborative team player

Responsibilities

• Guide new customers through the setup and implementation of our software platform, ensuring a smooth transition from prospect to active user
• Develop and deliver training sessions, webinars, and documentation tailored to various user personas (business, technical, etc.)
• Serve as the primary point of contact for customer inquiries, concerns, and feature requests
• Conduct regular check-ins to monitor performance and usage, proactively addressing any challenges that arise
• Build strong relationships with stakeholders at all levels to maintain high customer satisfaction
• Analyze product usage data to identify opportunities for increased engagement and recommend best practices
• Partner with customers to develop success plans, including KPIs and milestones aligned with their business objectives
• Provide ongoing support to drive product adoption and help customers leverage our platform for their specific use cases
• Help shape the product roadmap by communicating customer feedback, trends, and emerging needs
• Track and report on customer health metrics, such as adoption rates, churn risk, and Net Promoter Score (NPS)
• Maintain accurate account records in our CRM platform, regularly updating customer status and engagement activities

Preferred Qualifications

Experience with AI or machine learning products

Benefits

• Global virtual work environment (although some positions may need to operate within specific time zones)
• Responsible paid time off policy (RTO), and company-recognized Holidays
• Generous total rewards package