Customer Success Manager
2 weeks ago
Who we are:
At Sixfold, we’re giving businesses the benefits of AI-powered decision-making. Our AI handles the leg work while humans spend their time on things they do best. Our product is the world’s first artificial intelligence trained to solve the hardest problems in the insurance industry. Underwriters work with Sixfold to improve their capacity, accuracy, and speed. Sixfold can identify the risks in submissions, prior losses, external data lookups, and more. Sixfold solves the "front-door problem" faced by many carriers, allowing them to more quickly evaluate and rate all submissions, prioritizing the best risks.
Why we’re excited about this space:
We’re building the AI for insurance underwriters. As generative AI is being used to tackle all types of use cases, insurance has a unique set of challenges. We’re serving a core business function that protects everything from a small business to a large trucking fleet. Our team is made of former founders and operators with experience in insurance, enterprise B2B, eCommerce, and consumer products.
What you’ll do:
As an early member of the Sixfold Customer Success team, you will have the opportunity to shape the foundation and drive the growth of our customer relationships.
- Customer onboarding and training; lead new customer and project onboarding meetings, validating and identifying customer needs, potential challenges, and key project timelines; ensuring they are effectively trained on our platform.
- Build and maintain strong, long-term relationships with customers, serving as the main point of contact and trusted advisor for their ongoing needs.
- Gather and relay customer feedback to internal teams, advocating for product enhancements and new features that align with client needs and market trends.
- Optimally identify and mitigate risk of churn
- Develop and implement standard methodologies, processes, and tools to define and improve Sixfold’s customer journey
Who you are:
- Passionate about the customer experience: You thrive on speaking to customers daily and engaging them to grow the value they realize from the product. You’re interested in championing the customer journey by proactively identifying pain points and opportunities for enhancement, ensuring a positive experience at every touchpoint.
- Thoughtful problem-solving: You’re eager to dive head first into new challenges, often problem solving alongside customers, and can proactively identify potential risks to a customer’s success.
- Empathetic communication: You communicate in a compassionate manner, both with customers - actively listening to their concerns and providing clear, timely, and effective responses that foster trust and satisfaction - and internally to productively communicate customer needs with the team.
Qualifications:
- 4+ years of experience in a Customer Success, Account Management, Project Management or similar customer-focused role
- Experience working in a SaaS organization with Enterprise customers
- Knowledge & curiosity about industry-specific use cases for generative AI
- Nice to have but not required: Familiarity with technical concepts such as REST API’s
- Strong written & verbal communication skills
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