Customer Success Manager

1 week ago

Menlo Park, United States Hakimo Full time
Customer Success ManagerAbout Us

Hakimo is an AI-driven startup revolutionizing physical security with remote guarding solutions. Our platform leverages advanced AI to monitor customer sites through intelligent camera systems, providing real-time alerts and ensuring safety and security. As we scale, we are looking for a dedicated Customer Success Manager to drive customer satisfaction, retention, and growth.

Role Overview

The Customer Success Manager (CSM) will be responsible for nurturing and managing relationships with key customers, ensuring they are maximizing the value of Hakimo‘s platform. You will be the customer‘s advocate, guiding them through onboarding, providing ongoing support, and collaborating with cross-functional teams to deliver an exceptional customer experience. This role is crucial to ensuring long-term customer satisfaction, retention, and expansion opportunities.

Key Responsibilities
  1. Customer Onboarding: Lead new customers through onboarding processes, ensuring smooth deployment of Hakimo‘s AI-based remote guarding solutions.
  2. Account Management: Build strong relationships with assigned customer accounts, ensuring ongoing communication and proactive engagement to address any concerns or needs.
  3. Customer Advocacy: Serve as the voice of the customer within Hakimo, advocating for customer needs and working closely with the product, engineering, and operations teams to address them.
  4. Performance Monitoring: Track key performance metrics for each customer, provide regular reports on system performance, and recommend strategies to optimize security outcomes.
  5. Retention & Growth: Identify opportunities for upselling or cross-selling additional services or features, aiming to increase customer retention and expansion.
  6. Issue Resolution: Act as the primary point of contact for any customer issues, managing escalations and ensuring timely resolution.
  7. Feedback & Improvement: Gather feedback from customers and work closely with product and engineering teams to ensure continuous improvement of the Hakimo platform.
  8. Training & Support: Conduct training sessions, demos, and workshops to help customers and their teams fully utilize Hakimo‘s solutions.
  9. Customer Engagement: Organize regular business reviews with customers to evaluate progress, discuss future needs, and ensure alignment on goals.
  10. Account Renewals: Proactively manage the renewal process by engaging with customers well in advance of contract expiration, identifying any potential risks, and working to ensure a smooth and successful renewal that aligns with customer goals and satisfaction.
Qualifications
  1. Experience: 3-5 years of experience in customer success, account management, or a similar role, preferably in SaaS or AI-driven technology.
  2. Technical Skills: Familiarity with AI, security systems, or surveillance technology is a plus. Ability to work with NVR systems, cameras, and related technical setups is beneficial.
  3. Customer-Centric: Proven ability to build and maintain strong customer relationships and advocate for their needs.
  4. Project Management: Strong project management skills to handle multiple customer accounts and ensure timely deployment and support.
  5. Problem-Solving: Excellent troubleshooting skills with a proactive and solution-oriented mindset.
  6. Communication: Exceptional verbal and written communication skills, with the ability to explain complex technical details clearly.
  7. Collaboration: Ability to work cross-functionally with teams like engineering, product, and operations to deliver a seamless customer experience.
Preferred
  1. Experience with Asana, Google Sheets, Slack, and other project tracking tools.
  2. Background in physical security or SaaS solutions is highly desirable.
  3. Start Up Experience is a huge plus.
Benefits
  1. Competitive salary and equity options.
  2. Health, dental, and vision insurance.
  3. Opportunities for learning, growth, and professional development.
How to Apply

Please submit your resume and cover letter detailing your experience and interest in the role to careers@hakimo.ai.

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