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Customer Success Senior Manager
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We are seeking a seasoned Customer Success Strategist to spearhead our Customer Success team at Dynamo AI. Reporting directly to the Head of Growth, you will be responsible for fostering long-term relationships with our clients, ensuring their success and satisfaction with our AI solutions, along with driving customer retention and growth.
Key Responsibilities- Build and Lead a High-Performing Customer Success Team: Develop and lead a team of Customer Success professionals, providing guidance and support to ensure the team delivers exceptional service and support to our clients.
- Customer Relationship Management: Develop and maintain relationships with key clients, serving as the primary point of contact for escalations and strategic discussions.
- Customer Onboarding and Adoption: Oversee the customer onboarding process to ensure a smooth transition from Sales to Customer Success. Implement strategies that drive product adoption and utilization.
- Customer Advocacy: Act as the voice of the customer within the company, ensuring that customer feedback is heard and acted upon to improve product offerings and customer experience.
- Retention and Growth Strategies: Develop and execute strategies to increase customer retention and reduce churn. Identify upsell and cross-sell opportunities by understanding customer needs and aligning them with our product offerings.
- Performance Management: Establish key performance indicators (KPIs) for the Customer Success team and regularly track and report on these metrics to assess team performance and customer health.
- Cross-Functional Collaboration: Collaborate with Sales, Product Management, and Engineering teams to ensure alignment between customer requirements and product development.
- Continuous Improvement: Identify areas for improvement in the customer experience and customer success processes, driving continuous improvement and innovation.
- Bachelor's degree in Business Administration, Marketing, or a related field.
- At least 8-10 years of experience in customer success or a related field, with a proven track record of leading a customer success team in a technology-driven environment.
- Strong understanding of customer success metrics and the ability to link them to business outcomes.
- Excellent interpersonal and communication skills, with the ability to build relationships and influence both customers and internal stakeholders.
- Demonstrated ability to manage and inspire a team in a dynamic and fast-paced setting.
- Proficient in CRM and Customer Success software platforms such as Salesforce or Hubspot.
