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Customer Success Manager, Mid-Market

3 months ago

Columbus, United States Seamless.AI Full time
Job DescriptionJob DescriptionThe Opportunity

As a Customer Success Manager at Seamless, you will be responsible for the retention and expansion of Seamless AI's accounts in our mid-size business segment. The Mid-Market CSM is responsible for driving growth and product adoption across the overall book of business, while ensuring the success of our customers and maximizing lifetime value. The Mid-Market CSM will also be responsible for actively contacting customers, identifying situations that may put these clients at-risk while working to solve them, and serving as a direct through-line for feedback to our leadership team on the needs of our customers as it affects our product road-map.

Responsibilities
  • Engage with existing customers, understanding their needs and experiences with Seamless.AI to ensure satisfaction and identify opportunities for account growth
  • Lead the renewal process from start to finish, including contract negotiations, ensuring a high retention rate
  • Develop and implement strategies to increase customer investment in Seamless.AI products and services
  • Work closely with customer success and sales teams to identify opportunities for account expansion
  • Conduct regular account reviews to monitor customer satisfaction and identify any potential issues before renewal
  • Maintain accurate records of customer interactions, transactions, and feedback, while using this data to improve future strategies
  • Stay updated on Seamless.AI product developments and industry trends to provide knowledgeable support and advice to customers
  • Leverage a combination of tech-touch and personal-touch outreach to employ a proactive approach to ensuring customer health across the Mid-Market customer-base
  • Take a consultative approach to make sure that the customer is maximizing their usage of Seamless.AI, and ensure that they will renew their subscriptions year over year
  • Keep track of customer organizational changes, identify at risk customers, and coordinate efforts to eliminate risk
  • Escalate issues to drive resolution in a timely, proactive manner

Education & Requirements
  • Bachelor's Degree in Business, Marketing, or a related field
  • 2-3 years experience in sales, account management, or customer success, preferably in a technology or SaaS environment
  • Excellent written and verbal communication skills
  • Team player, able to work alongside several internal teams
  • Detail-oriented, Well organized, Sales experience an advantage
  • Salesforce, Gainsight, Outreach, high density call volume experience an advantage
  • Ability to learn new technologies quickly and train others
  • Strong negotiation and closing skills
  • Ability to build rapport and foster long-term relationships with customers
  • Self-motivated with a results driven approach

Seamless.AI has been delivering the world's best sales leads since 2015. Our product is the first real time, B2B search engine helping sales teams maximize revenue, increase sales, and easily acquire their total addressable market using artificial intelligence. Our product has been recognized by G2 in 2024 in the following categories: Best Software Products Overall, Best Software Products for Small Business, and Highest Satisfaction Products. We have been recognized as one of Ohio's fastest growing companies and won 2020 Best Places to Work, LinkedIn's Top 50 Tech Startups in 2020,2022, and 2023, Purpose Jobs 2023 Best Workplace Culture and Best Work-life balance, and Purpose Jobs best place to work in 2024. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Visa Sponsorship is not included in our hiring package. Applicants will need to be authorized to work in the U.S.