Strategic Customer Success Manager - Remote

About Us

We are a leading provider of AI-powered customer communications platforms, offering innovative, human-first, and AI-enhanced solutions that are reshaping the way businesses communicate and serve their customers. Our enterprise clients include major names across various industries, and our platform is trusted by top-tier organizations to create outstanding customer experiences. Backed by renowned investors, we are rapidly expanding in the AI space, and we are excited about the future.

About the Team

The Customer Success team is key to our mission, helping customers achieve maximum value from our platform. This team collaborates with Sales, Support, Professional Services, and Product teams to ensure customers are successful, leading to long-term satisfaction, retention, and growth.

Your Role

As a Strategic Customer Success Manager (CSM), you will take the lead in managing all post-sales activities for our customers. Your focus will be on building strong relationships, deepening product knowledge, and delivering tailored solutions to meet the needs of our largest clients. You will work closely with internal teams to drive customer success and enhance outcomes, collaborating three times a week from our local office. Remote candidates will not be considered.

What You'll Do

Oversee customer adoption, training, and the development of best practices, continuously adding value and ensuring a strong return on investment.
Lead Quarterly or Semi-Annual Business Reviews and status calls to align on goals, uncover opportunities for growth or improvement, and communicate performance metrics.
Maintain a deep understanding of our products and help customers leverage the most relevant features for their business needs.
Manage customer escalations with urgency, ensuring issues are documented and resolved in collaboration with cross-functional teams.

Skills You'll Bring

5+ years of experience in Customer Success within a SaaS environment.
Proven ability to build and maintain relationships with C-level executives.
Strong experience with enterprise clients and an understanding of their unique needs.
Excellent communication skills, both in writing and speaking, with strong meeting facilitation abilities.
Superb organizational and time management skills with the ability to juggle multiple priorities.
Ability to work cross-functionally to deliver positive outcomes.
Strong analytical and problem-solving skills.
Willingness to travel to customer locations as needed.

Who You Are

You have a passion for helping customers achieve their goals and exceed expectations. You're a clear communicator who uses data to drive success and can manage your time efficiently. Learning new technologies excites you, and you're eager to master AI-driven communications platforms. With years of experience in Customer Success, you're obsessed with ensuring customer happiness and thrive in a dynamic environment.

Benefits and Perks

Health and Wellness: Enjoy flexible time off and comprehensive medical, dental, and vision plans. We also offer stipends to cover your cell phone and home internet bills, along with reimbursements for gym memberships and wellness events.
Professional Development: We support your growth by offering reimbursement for professional development expenses, with an annual cap.
Compensation: We offer competitive base salaries based on location and experience. Additional benefits, including bonus and equity options, are available. The target base salary range for this role in California is $127,600-$157,733 USD, and in Colorado is $115,000-$141,933 USD.

Culture

We've been recognized as a Top Workplace seven times, thanks to our collaborative culture that values every team member and celebrates success. We foster an environment where passion and talent come together to make a real impact.

Diversity, Equity, and Inclusion (DEI)

We are dedicated to building an inclusive culture where every individual feels valued. We prioritize diversity and inclusion in our hiring practices, ensuring our community is reflective of the varied experiences and backgrounds of our global team. We invite all qualified candidates, regardless of gender, ethnicity, or background, to apply for this role.
Employment Type: Full-Time
Salary: $ 127,600.00 157,733.00 Per Year

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