Customer Success Manager

6 months ago

San Mateo, United States Conversica Full time

The Customer Success Manager (CSM) is responsible for driving customer growth, adoption and success with Conversica. This individual must be comfortable consulting with a variety of mid-size and enterprise customers from a range of industries. The CSM should be able to articulate the value of Conversica to inspire and support customer adoption and expansion. He/she will build and maintain positive relationships with multiple roles within their assigned customers, including senior executives.

Duties/Responsibilities

  • Develop a trusted advisor relationship with our customer's managers and executive sponsors.
  • Deliver the initial on-boarding kickoff meeting in order to ensure all customers get off to the right start. This includes setting success metrics and engaging customer signatories and project managing the implementation of the Conversica product/service.
  • Advise and oversee customer growth, training and development of best practices to continually drive business value and return on the customer's investment.
  • Be the single point of contact and escalation for the customer. Including directing customers quickly and efficiently to additional help resources such as Help & Training within the application, personally helping with questions/issues.
  • Increase customer retention and adoption rates by conducting regular check-in calls to assess level of satisfaction, or lack thereof.
  • Track customer activity to identify churn risk and work proactively via targeted outreach campaigns to eliminate that risk, while simultaneously identifying and closing upsell opportunities when applicable.
  • Responsible for customer references, case studies and testimonials for the CSM's portfolio of customers.
  • Serve as customer advocate, including: collecting customer feedback on product needs, understanding customer and industry trends and articulating those back to the business
  • Work closely with internal resources on escalation and resolution processes for critical customer issues.
Requirements
  • You have a minimum of 3 years account management and/or sales experience from a high tech company-ideally with Marketing/Sales Automation, CRM or related applications in a SaaS environment
  • Self-motivated, proactive team player with innovative ideas to inspire client loyalty and adoption
  • Strong interpersonal skills and experience initiating and building positive relationships
  • Excellent individual and group presentation, written, and oral communication skills
  • Strong organizational and time management skills with the ability to manage multiple projects simultaneously
  • Proficient in Salesforce & Microsoft Office (Outlook, Excel, Word and Power Point)
  • Ability to function in an extremely high volume, forever evolving new business environment while always maintaining a smile and positive disposition
  • Bachelor's degree or equivalent

NOTE: This position is an individual contributor, and is not a manager's position.

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.
Skills & Requirements Qualifications

  • Customer Success Manager

    4 days ago

    San Mateo, United States Luminai Full time

    About Luminai Nearly every organization in the world relies on complex manual work to carry out critical internal processes. These are processes that keep the world going — enrolling patients in a hospital, underwriting loans inside a bank, or processing new transactions for an airline. Yet most companies don’t have enough resources to properly automate...

  • Customer Success Consulting Manager

    3 months ago

    San Mateo, United States netomi Full time

    Customer Success Consulting Manager Netomi, United States Date Posted: 01 Aug, 2023 Work Location: San Mateo, CA, United States Job Type: Full Time Experience Required: No experience required Remote Work: Yes Vacancies: 1 available At Netomi AI, we are on a mission to create artificial intelligence that builds customer love for the world’s largest global...

  • Enterprise Customer Success Manager

    4 weeks ago

    San Mateo, California, United States Stellic Full time

    About StellicStellic is a unified SaaS platform designed to empower students on their path to degree completion and career success. Originally built by students, today we serve all segments of higher education at institutions like UChicago, Ohio State, and many more.Our PhilosophyWe put student experience at the heart of our platform to address higher ed's...

  • Head of Customer Success

    11 hours ago

    San Mateo, United States Oak HCFT Full time

    Notable is the leading intelligent automation company for healthcare. Customers use Notable to drive patient acquisition, retention, and reimbursement, scaling growth without hiring more staff. We don’t just make software.We are on a mission to fix the broken U.S. healthcare system by helping to eliminate the massive administrative burden that is placed on...

  • Customer Success Manager at YC Startup

    2 months ago

    San Mateo, United States Bloom Talent Full time

    YC startup focused on providing AI solutions for engineers is looking for a Customer Success Manager. This is a great opportunity to join a growing team of 30 who just raised their first round of VC funding after being bootstrapped and are already profitable! In this pivotal role, you'll be at the forefront of driving customer growth by building and...

  • Customer Success Manager at YC Startup

    3 months ago

    San Mateo, United States Bloom Talent Full time

    YC startup focused on providing AI solutions for engineers is looking for a Customer Success Manager. This is a great opportunity to join a growing team of 30 who just raised their first round of VC funding after being bootstrapped and are already profitable! In this pivotal role, you'll be at the forefront of driving customer growth by building and...

  • Global Head, Customer Success

    3 weeks ago

    San Mateo, United States SendBird Full time

    We are looking for an empathetic yet results-focused leader to take the role of Global Head of Customer Success. In this role you will report to the Chief Revenue Officer and lead a globally distributed, experienced team that helps our customers get the most out of their Sendbird products through effective adoption and expansion. You will evangelize...

  • Global Head of Customer Success

    4 weeks ago

    San Mateo, California, United States SendBird Full time

    We are seeking a highly skilled and experienced leader to drive customer success across the globe. As the Global Head of Customer Success, you will be responsible for developing and implementing strategies to align the Customer Success organization with company goals and objectives.Key Responsibilities:Customer Success Strategy: Develop and implement...

  • Customer Success Strategist

    4 weeks ago

    San Mateo, California, United States Veryfi Full time

    Customer Success Role OverviewVeryfi is seeking a seasoned Customer Success Strategist to lead our customer-facing team and drive business growth through exceptional customer experiences. The ideal candidate will have a proven track record of success in customer-facing roles, with a strong understanding of transactional business models and data-driven...

  • Customer Success Professional at YC Startup

    4 weeks ago

    San Mateo, California, United States Bloom Talent Full time

    At Bloom Talent, we're seeking a Customer Success Manager to join our team of 30 professionals focused on providing AI solutions for engineers. This is a great opportunity to drive customer growth by building and establishing relationships and driving renewals and expansions. The ideal candidate will have previous experience in a customer-facing role,...

  • Customer Success Manager Revvo Technologies, Inc. San Mateo, California

    2 months ago

    San Mateo, United States Revvo, Full time

    As a Customer Success Manager, you’ll play a pivotal role in ensuring that our customers are getting value and deriving success from the Revvo platform. You’ll be responsible for managing customer relationships, driving effective product adoption, and advising on the company’s roadmap to improve our products. This is the perfect role for someone who...

  • VP Customer Success Business Ops

    3 months ago

    San Mateo, United States Penn Foster Inc Full time

    San Mateo, CA, United States of America General Summary The VP – Customer Success Business Ops & Support is expected to be the leader for the following business operations: Accrualify system Implementations, Product Development, Customer Success, internal operations including revenue, upsell and renewals. This position requires an understanding of...

  • Customer Success Manager

    6 months ago

    San Francisco, United States Pathlight Full time

    About Pathlight Pathlight is the leading GenAI-native Conversation Intelligence platform that helps enterprises discover hidden insights, opportunities, and risks deep within their customer conversations. Pathlight is the first company to fully harness the power of Large Language Models (LLMs) to review every customer conversation and uncover hidden insights...

  • Manager, Customer Success

    1 month ago

    San Francisco, United States ServiceNow Full time

    Company Description It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based...

  • Customer Success Manager

    4 weeks ago

    San Francisco, California, United States Dealpath Full time

    Customer Success Manager Job DescriptionWe are seeking a highly motivated and experienced Customer Success Manager to join our team at Dealpath. As a Customer Success Manager, you will play a critical role in ensuring our customers adopt and utilize Dealpath to its full potential.Key Responsibilities:Interact with customers to understand their business needs...

  • Customer Success Manager

    4 weeks ago

    San Francisco, California, United States Klarity Intelligence, Inc Full time

    About the RoleWe are seeking a highly skilled Customer Success Manager to join our team at Klarity Intelligence, Inc. As a foundational member of our Customer Success team, you will be responsible for the successful delivery of our platform and the ongoing growth and value realization for our customers throughout their journey.You will play a key role in...

  • Customer Success Manager

    2 weeks ago

    San Jose, United States Intelliswift Full time

    Job ID: 24-05897 Job Title: Customer Success Manager Location: Remote Duration: 9 months Contract Type: W2 only Pay Rate: $54.37/Hour Project Scope: We are hiring a Senior Customer Success Manager to join our Digital Experience Cloud team. In this role, you will be industry-specialized and deliver an outstanding experience for Client's top customers,...

  • Customer Success Manager

    4 weeks ago

    San Francisco, California, United States Usepylon Full time

    Customer Success at PylonAt Pylon, we're building the future of B2B post-sales. Our top support and success teams use Pylon to manage their customer support across multiple channels. As a Customer Success Manager, you'll be a key player in standing up the customer success function at our company. You'll be responsible for more than just delivering customer...

  • Customer Success Manager

    4 weeks ago

    San Francisco, California, United States Pathlight Full time

    About PathlightPathlight is a leading GenAI-native Conversation Intelligence platform that helps enterprises discover hidden insights, opportunities, and risks within their customer conversations. By harnessing the power of Large Language Models (LLMs), we review every customer conversation to uncover hidden insights with human-level accuracy. This empowers...

  • Customer Success Manager:

    3 weeks ago

    San Francisco, United States Akraya Full time

    Primary Skills: Product Management (Expert), Cloud Technologies (Intermediate), Customer Success (Expert), Analytical Skills (Advanced), Reporting (Expert) Contract Type: W2 Only Duration: 6+ Months Location: San Francisco, CA Pay Range: $110 - $120 Per Hour on W2 Job Summary: We are seeking an experienced Customer Success Manager to join our Enterprise Data...