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Customer Success Manager
4 months ago
Location: Remote or Hybrid (Greenwich Village, NYC)
JOIN US IN BUILDING THE FUTURE OF AI AGENTS.
Hi 👋 – we're Thoughtly, the easiest way for businesses to build AI agents to handle their phone calls. We're backed by top investors and partners from New York to San Francisco. This is your opportunity to work at a high-growth, venture-backed startup that is making waves across the tech industry.
WHAT WE'RE LOOKING FOR:We are seeking a dedicated and experienced Customer Success Manager to join our team. The ideal candidate will have a strong background in managing customer communications and relationships with enterprise customers. This role is crucial in ensuring our clients have a seamless and positive experience, driving customer satisfaction and retention.
KEY RESPONSIBILITIES:Customer Relationship Management:
- Serve as the primary point of contact for enterprise customers, managing all aspects of their relationship with Thoughtly.
- Develop and maintain strong, long-term relationships with key stakeholders within customer organizations.
- Understand customer needs, goals, and challenges, and provide tailored solutions to ensure their success.
Customer Success:
- Onboard new enterprise customers, ensuring a smooth and effective transition.
- Provide expert guidance and support to help customers achieve their desired outcomes with our products and services.
- Monitor customer usage and engagement, proactively addressing any issues or concerns.
- Conduct regular check-ins and business reviews to ensure customers are deriving maximum value from Thoughtly's solutions.
Communication and Collaboration:
- Act as the voice of the customer, providing feedback to internal teams to inform product development and improvements.
- Collaborate with sales, product, and support teams to ensure customer needs are met and expectations are exceeded.
- Develop and deliver training sessions, webinars, and resources to educate customers on best practices.
Retention and Growth:
- Drive customer retention and loyalty by delivering exceptional service and support.
- Identify opportunities for upselling and cross-selling additional products and services.
- Track and report on key metrics related to customer success, retention, and growth.
QUALIFICATIONS:- Bachelor’s degree in Business, Communications, or a related field.
- Proven experience in customer success, account management, or a related role, particularly with enterprise customers.
- Strong communication and interpersonal skills, with the ability to build rapport and trust with customers.
- Excellent problem-solving skills and a customer-centric mindset.
- Ability to manage multiple projects and priorities in a fast-paced environment.
- Proficiency with CRM systems and customer success tools.
PREFERRED SKILLS:- Experience in a B2B technology or SaaS environment.
- Knowledge of AI, automation, and contact center technologies.
- Familiarity with customer success software (e.g., Pylon, Intercom).
The base salary range for this role is $80,000 to $120,000 + equity, and US benefits. The actual pay may vary based on factors such as location, experience, and skills.
Compensation Range: $80K - $120K
