Customer Success Manager
4 weeks ago
About Pathlight
Pathlight 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 businesses and their leaders to deeply understand customer interactions, enabling them to make rapid, bold decisions with confidence.
About the Position
We are seeking a Customer Success Manager to join our growing Success team. This role will be responsible for managing a portfolio of key accounts, ensuring customer satisfaction, retention, and growth. The ideal candidate will work closely with customers to understand their business goals, provide strategic guidance, and collaborate with internal teams to deliver exceptional customer outcomes.
Key Responsibilities
• Build and maintain strong relationships with key customers, serving as their primary point of contact and trusted advisor.
• Understand customer business objectives and challenges, and provide strategic guidance and support to help them achieve their goals.
• Collaborate with internal teams to ensure customer needs are being met and exceeded.
• Conduct regular business reviews with customers to assess their satisfaction, identify opportunities for improvement, and drive growth.
• Develop and implement customer success strategies, including adoption plans, upsell/cross-sell opportunities, and retention plans.
• Monitor and analyze customer health metrics, and proactively address issues to ensure customer success.
• Act as an escalation point for customer issues, and work with internal teams to resolve issues quickly and effectively.
• Stay up-to-date on industry trends, best practices, and emerging technologies to continuously improve customer success outcomes.
Requirements
• 5+ years of experience in customer success, account management, or a related field, preferably in a B2B SaaS environment.
• Proven track record of managing and growing key accounts, delivering exceptional customer outcomes, and achieving revenue targets.
• Strong communication, relationship-building, and problem-solving skills.
• Ability to understand complex customer needs and develop effective solutions.
• Strong project management skills, with the ability to manage multiple priorities and deadlines.
• Knowledge of customer success metrics, tools, and best practices.
• Ability to work independently and as part of a team, and to collaborate effectively with internal and external stakeholders.
• At Pathlight, we believe diversity is critical to building a product that will serve the needs of all users. We are committed to building an environment where people of all backgrounds can do their best work. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, and protected veterans status or any other characteristic protected by law.
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