Senior Manager, Customer Success Lead

6 days ago

New York, New York, United States Reality Defender Full time
About Reality Defender

Reality Defender is a pioneering enterprise startup that specializes in dual-use deepfake detection across various media formats. As a graduate of Y Combinator and a member of Comcast NBCUniversal LIFT Labs, Reality Defender has received backing from prominent investors and has won prestigious awards, including the RSA Sandbox Challenge Winner 2024 and ElevenLabs partner. Our customer base spans governments, Fortune 50 financial institutions, and media companies, each leveraging our comprehensive deepfake detection solutions in unique ways.

Job Summary

The Senior Customer Success Manager is a strategic leadership role that involves developing and executing a comprehensive customer success strategy aligned with the company's overall business objectives. This role requires building a high-performing customer success team by acting as a senior manager and using the knowledge gained to ensure customer satisfaction, retention, and expansion. The ideal candidate has a proven track record in customer success at a successful B2B SaaS or PaaS company, leveraging ML models, and possesses a bias for action with a focus on retention, expansion, and customer development.

Key Responsibilities
  • Develop and implement a framework for customer success, including defining key performance indicators (KPIs) and success metrics.
  • Partner with go-to-market teams to run effective pilots, build business cases, and ensure strong initial impressions with prospective customers.
  • Develop working technical knowledge of integration best practices and pitfalls, and speak confidently about deployment and usage.
  • Drive customer retention through proactive account management, early warning systems, and effective customer issue resolution.
  • Identify and capitalize on upselling and cross-selling opportunities to increase customer lifetime value.
  • Cultivate strong customer relationships and become a trusted advisor to executive-level stakeholders, entice thought-leadership, and case studies.
  • Continuously improve customer success processes and leverage technology to enhance efficiency and effectiveness.
  • Utilize customer data to identify trends, measure performance, and inform strategic decision-making.
  • Partner closely with sales, marketing, product, and engineering teams to deliver exceptional customer experiences.
About You
  • Proven track record as a leader in customer success at a successful B2B SaaS or PaaS company leveraging ML models.
  • Possess a bias for action and are obsessed with retention, expansion, and customer development.
  • Proven ability to grow accounts by systematically finding ways to expand usership and/or build technical products into customer workflows.
  • Strong leadership and people management skills, with experience building and scaling high-performing teams.
  • Demonstrated ability to develop and execute successful customer success strategies.
  • Exceptional communication and interpersonal skills, with the ability to influence at all levels of an organization.
  • Strong analytical and problem-solving skills, with a data-driven approach to decision-making.
  • Experience with CRM and customer success platforms.
  • Bonus: Deep understanding of software utilizing probabilistic machine learning and its applications across various industries.

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