Senior Customer Success Manager

4 weeks ago

San Ramon, United States Relyance AI Full time

As Relyance AI’s Sr. Customer Success Manager, you will be responsible for managing the implementation, adoption, and retention experience for your portfolio of customers. You’ll need to establish trust and build relationships with different customer stakeholders (across all levels including C-Suite) and develop joint success plans with them to ensure there is a clear plan in place to solve the customer’s challenges. You will be a trusted technical advisor while communicating the value of the Relyance AI platform. 

As a Senior Customer Success Manager, your role will include:

  • Partnering with customers to deeply understand their needs and challenges while developing and executing strategic plans to achieve their desired business outcomes with Relyance AI.
  • Leading the technical implementation of Relyance AI for assigned accounts, ensuring a smooth onboarding experience and maximizing product adoption.
  • Leveraging data points to understand customer health including, but not limited to usage and communication data. 
  • Owning the renewal process for your customer portfolio, proactively managing renewals, and ensuring high retention rates.
  • Becoming a product expert on the Relyance AI platform. Understanding its technical capabilities and working effectively with customers' technical teams.
  • Working closely with Sales, Engineering, and Product teams to ensure a seamless customer journey, from pre-sales to ongoing product use.

This role could be a fit for you if you bring:

  • 5+ years of experience managing and driving adoption with enterprise accounts.
  • 5+ years of experience in a technical SaaS company where you can demonstrate a technical understanding of the product.
  • 3+ years of experience implementing a complex technical product. 
  • A track record of exceeding renewal targets and fostering long-term customer relationships.
  • Ability to translate complex technical concepts into clear and concise language for both technical and non-technical audiences.
  • Experience implementing cyber, data, infra, or observability SaaS products.

Bonus points for:

  • Privacy experience.
  • Experience with code in your past jobs/school or a side project or technical SaaS implementation experience.
  • A degree in Computer Sciences.

Working at Relyance AI:

At Relyance AI, we create an unreasonably hospitable and data-driven culture. We prioritize exceeding customer, and each other’s, expectations in every interaction. This means empowered team members solving problems proactively based on information, crafting personalized experiences, and radiating enthusiasm. Behind the scenes, trust and freedom allow team members to find creative solutions, while 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.

Relyance AI is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We are committed to fair and equitable compensation practices. We use 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. As such, the base salary pay range for this role is $115,000 to $150,000.


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