Senior Customer Success Manager

1 week ago

New York, United States Autone Full time
About us:

Autone is reimagining the future of retail with cutting-edge AI-driven intelligence, empowering brands to make smart, waste-free decisions that drive growth and efficiency. Trusted by over 50 global brands, we blend advanced AI and deep retail expertise to unlock seamless collaboration between supply chains and human insight. The result? Reduced inventory waste, boosted sales, and precise forecasting that saves money and enhances operations - all while empowering teams to focus on what they do best.

Founded in London in 2021 and backed by industry giants like Y Combinator & General Catalyst, Autone is moving fast to transform retail as we know it. Join us on this journey to a smarter, more agile future.

About you:

The Senior Customer Success Manager (CSM) will be our first hire in the USA and will be responsible for building strong relationships with our B2B retail clients, ensuring they realize the full value of our solutions. This role demands a strategic thinker with a deep understanding of the SaaS model, along with experience in the retail space. The ideal candidate is based in NYC and is obsessed with helping customers achieve success with our solution. They will be able to lead customer engagement initiatives, foster change management in the organizations, drive product adoption, and serve as a trusted advisor to clients throughout their journey to ultimately foster Net Dollar Retention.

Key Responsibilities:
  • Customer Engagement: Build and maintain strong, long-lasting relationships with customers in portfolio (from users to C-levels), acting as their primary point of contact and trusted partner
  • Onboarding and Training: Lead the onboarding process for new customers, ensuring a smooth integration and effective utilization of our solution. Conduct training sessions to educate customers on best practices and features. Define customer success plans to be used as main source of truth to show impact and value with our solution
  • Product Adoption: Monitor and drive product adoption strategies to ensure clients are using our solutions effectively. Identify opportunities for upselling and cross-selling additional features or services
  • Account Management: Develop account plans for key clients to proactively address concerns, identify growth opportunities, and ensure overall satisfaction
  • Metrics and Reporting: Analyze customer data to track key performance indicators (KPIs) related to customer success and satisfaction. Prepare regular reports on client health scores, product utilization and customer success plans achievements
  • Collaboration: Work closely with cross-functional teams, including Customer Experience, Sales and Product to relay customer feedback and contribute to product roadmap and continuous improvements
  • Customer Advocacy: Act as the voice of the customer within the organization, advocating for their needs and challenges, and helping to shape the future of our solution
  • Renewals and Risk Management: Oversee the renewal process for client contracts, manage risks, and develop strategies to avoid churns
Qualifications:
  • 5+ years of experience in Customer Success, Account Management, or related roles within the B2B SaaS industry, preferably in the retail sector.
  • Proven track record of driving customer satisfaction and success, with measurable outcomes.
  • Strong understanding of SaaS metrics and methodologies, with experience in customer health scoring and performance metrics.
  • Excellent communication and interpersonal skills, with the ability to build relationships with diverse stakeholders.
  • Strong analytical and problem-solving skills, with a data-driven approach to decision-making.
  • Proficiency in CRM software and customer success tools.
  • Ability to work independently and collaboratively with internal stakeholders.
  • Strong negotiation skills
  • Willingness to travel for client visits and industry events, as needed.

  • Senior Customer Success Manager

    7 months ago

    New York, United States Optimize Partners Full time

    Our client, a fast growing B2B SaaS company, in the business process improvement software space, is looking to hire a Senior Customer Success Manager in the greater NYC area. Work with 'blue chip' enterprise customers, help manage the relationship, and drive customer engagement, achieving high adoption rates, revenue expansion, lower churn rates, and...

  • Senior Customer Success Manager

    1 week ago

    New York, New York, United States EllaOla Full time

    Job DescriptionWe are seeking a Senior Customer Success Manager to lead our customer service team and ensure outstanding support at every step of the customer journey. In this role, you'll manage a team of customer care agents, streamline processes, handle inquiries, and collaborate with other teams to enhance the quality and efficiency of our service.This...

  • Senior Customer Success Manager

    2 months ago

    New York, United States Tabnine Full time

    Description A bit about the job: * We are seeking a Senior Customer Success Manager for a remote position, to work from anywhere in the US.* AI is new and is changing the world. AI driven coding assistants are one of the only AI use cases that have demonstrated real, measurable value and are taking off like wildfire. The role of the Customer Success...

  • Senior Manager, Customer Success

    4 months ago

    New York, United States Reality Defender Full time

    About Reality Defender Reality Defender is an American-built enterprise startup pioneering dual-use deepfake detection across audio, imagery, video, and text. From being a Y Combinator graduate, Comcast NBCUniversal LIFT Labs alumni, backed by DCVC, RSA Sandbox Challenge Winner 2024, and ElevenLabs partner, Reality Defender has the most groundbreaking...

  • Senior Customer Success Manager

    2 weeks ago

    New York, United States Disability Solutions Full time

    Our CompanyChanging the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences! We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies...

  • Senior Customer Success Manager

    1 week ago

    New York, United States Permutive Full time

    Permutive is a real-time data platform that empowers publishers and advertisers to address all of their audiences, whilst protecting consumer privacy and respecting user consent. Our unique technology sits behind some of the world's largest publishers such as News Corp, Hearst, BuzzFeed, The Guardian, Conde Nast International to name a few - we enable them...

  • Senior Manager, Customer Success

    5 months ago

    New York, United States Reality Defender Full time

    About Reality Defender Reality Defender is an American-built enterprise startup pioneering dual-use deepfake detection across audio, imagery, video, and text. From being a Y Combinator graduate, Comcast NBCUniversal LIFT Labs alumni, backed by DCVC, RSA Sandbox Challenge Winner 2024, and ElevenLabs partner, Reality Defender has the most groundbreaking...

  • Senior Manager, Customer Success

    1 day ago

    New York, United States Reality Defender Full time

    About Reality Defender Reality Defender is an American-built enterprise startup pioneering dual-use deepfake detection across audio, imagery, video, and text. From being a Y Combinator graduate, Comcast NBCUniversal LIFT Labs alumni, backed by DCVC, RSA Sandbox Challenge Winner 2024, and ElevenLabs partner, Reality Defender has the most groundbreaking...

  • Senior Customer Success Manager

    2 weeks ago

    New York, United States Disability Solutions Full time

    Eightfold was founded with a vision to solve for employment in our society. For decades, the connection between individuals and opportunities has been based on who the individuals are and the strength of their network, vs. their potential. Eightfold leverages artificial intelligence to transform how to think about skills and capabilities for individuals as...

  • Senior Manager, Customer Success

    4 weeks ago

    New York City, United States Reality Defender Full time

    About Reality Defender Reality Defender is an American-built enterprise startup pioneering dual-use deepfake detection across audio, imagery, video, and text. From being a Y Combinator graduate, Comcast NBCUniversal LIFT Labs alumni, backed by DCVC, RSA Sandbox Challenge Winner 2024, and ElevenLabs partner, Reality Defender has the most groundbreaking...

  • Senior Manager, Customer Success

    2 months ago

    New York City, United States Reality Defender Full time

    About Reality Defender Reality Defender is an American-built enterprise startup pioneering dual-use deepfake detection across audio, imagery, video, and text. From being a Y Combinator graduate, Comcast NBCUniversal LIFT Labs alumni, backed by DCVC, RSA Sandbox Challenge Winner 2024, and ElevenLabs partner, Reality Defender has the most groundbreaking...

  • Senior Customer Success Manager

    1 month ago

    New York City, United States CS Disco, Inc. Full time

    Your Impact The Senior Customer Success Manager oversees the onboarding process for your clients, providing strategic guidance on utilizing DISCO products and services to meet their specific goals, and serve as a primary point of contact.. They collaborate closely with our sales, services, and our product team to increase usage of DISCO within named...

  • Senior Customer Success Manager

    2 months ago

    New York, United States Vertice Full time

    Vertice was launched in 2022 to build a new way to manage SaaS and cloud spend. One that's fair, totally transparent, and designed for modern businesses. Today, Vertice manages over $3.4 billion in spend for hundreds of customers in over 30 countries and is headquartered in London with offices in New York, Brno, Sydney and Singapore. And we're just getting...

  • Customer Success Manager

    2 months ago

    New York, United States ActiveFence Full time

    Description What you'll be doing:Manage a portfolio of customers, with a focus on developing and executing strategic success plans, aligning ActiveFence's solutions with their business objectives and goals. Conduct periodic executive reviews and health checks - accurately assessing customer health, helping define adoption strategies and ensure value...

  • Senior Customer Success Expert

    2 weeks ago

    New York, New York, United States Sylvera Full time

    About the RoleWe're looking for a mission-driven, senior Customer Success Manager to join our Commercial function and fully own meaningful, strategic enterprise relations for the US market.The ideal candidate will have a minimum of 6 years of experience working with large Enterprises in a commercial role. They will be able to partner with stakeholders at the...

  • Senior Customer Success Manager

    2 months ago

    New York, United States Venn-Corp Full time

    About Venn We're a bold and forward-looking team of innovators and engineers with roots in real estate who are building technology to transform the resident and operator experience in multifamily communities everywhere. Since our founding in 2016, we've been focused on creating human-focused, tech-first tools and experiences for seamless living. Today, our...

  • Senior Customer Success Manager

    1 week ago

    New York, United States Nexthink Full time

    Company Description Nexthink is the leader in digital employee experience management software. The company provides IT leaders with unprecedented insight allowing them to see, diagnose and fix issues at scale impacting employees anywhere, with any application or network, before employees notice the issue. As the first solution to allow IT to progress from...

  • Senior Customer Success Manager

    2 months ago

    New York, United States BlackLine Full time

    Get to Know Us: It's fun to work in a company where people truly believe in what they're doing! At BlackLine, we're committed to bringing passion and customer focus to the business of enterprise applications. Since being founded in 2001, BlackLine has become a leading provider of cloud software that automates and controls the entire financial close process....

  • Senior Customer Success Manager

    1 week ago

    New York, United States BlackLine Full time

    Get to Know Us: It's fun to work in a company where people truly believe in what they're doing! At BlackLine, we're committed to bringing passion and customer focus to the business of enterprise applications. Since being founded in 2001, BlackLine has become a leading provider of cloud software that automates and controls the entire financial close process....

  • Lead Senior Customer Success Manager for Regal Voice

    3 weeks ago

    New York, New York, United States Regal Voice Full time

    Regal Voice Seeks a Lead Senior Customer Success ManagerWe are seeking an experienced Customer Success Leader to join our growing team at Regal Voice in New York City. As the Lead Senior Customer Success Manager, you will be responsible for driving customer success and growth across our enterprise customer base.About the Role:Lead and develop a...