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Senior Customer Success Manager

2 months ago

Stanford, California, United States AISERA Full time

Aisera stands at the forefront of AI Copilot solutions, leveraging AiseraGPT and Generative AI to drive business transformation and enhance revenue growth through a self-service framework. Our AI Copilot employs industry-specific and domain-focused LLMs to provide human-like interactions and automate requests via AI workflows. With over 400 integrations and more than 1200 prebuilt workflows, our clients experience over 75% automation and a 90% reduction in costs.

Aisera has garnered multiple accolades, including: FastCompany Best Workplaces for Innovators; Inc 5000 Award for Fastest Growth; Forbes AI50; EY Entrepreneur of the Year 2023; CNBC Upstart 100 Top Startup; Gartner Cool Vendor; Red Herring Top 100 Global Innovator; CIO Innovation Startup Award; CIO Review Top ITSM Solution; and Silicon Review 50 Most Admired Companies.

Our experienced founding team has successfully navigated multiple startups and acquisitions. We empower our employees with significant responsibility and ownership of their roles, welcoming individuals from diverse backgrounds and experiences. Our team members exhibit a high level of empathy towards our clients and one another.

**The Role:**

At Aisera, we are assembling a premier Customer Success team, where each member thrives on speed, embraces challenges, and is dedicated to ensuring our clients achieve remarkable success. You will collaborate closely with internal teams to bridge the gap between business and technology, helping clients understand the potential of our solutions. Your role will be to represent the voice of the customer and take all necessary steps to ensure they meet their business objectives with exceptional satisfaction.

You are expected to be resourceful, a selfless collaborator, and consistently exceed your regular responsibilities. The benefit of this role is its high visibility and limitless growth potential.

**Key Responsibilities:**

  • Act as the primary liaison for clients throughout their entire journey: from onboarding and implementation to support, expansion, and renewal.
  • Establish a trusted advisor relationship with customer stakeholders and executive sponsors to promote product adoption and ensure clients derive maximum value from our solutions.
  • Conduct Monthly and Quarterly Business Reviews and manage meeting schedules effectively.
  • Stay updated on the latest product developments and educate clients on our offerings and enhancements.
  • Drive growth opportunities by exploring new use cases and teams.
  • Identify and communicate client pain points and enhancement requests to the product team.
  • Proactively identify risks and work closely with team members to resolve issues promptly, ensuring high customer satisfaction.
  • Share best practices with team members to continually enhance the quality, effectiveness, and efficiency of our processes.
  • Report on customer project progress, usage, and health KPIs both internally and externally.
  • Deliver Root Cause Analysis communications following service disruptions.
  • Coordinate any necessary internal or external User Acceptance Testing.
Basic Qualifications:
  • 7-10 years of experience in Enterprise SaaS, focusing on Customer Success, Support, or Solution Consulting.
  • Ability to thrive in a startup environment, characterized by rapid pace and diverse responsibilities.
  • Strong analytical skills paired with solid business acumen.
  • Experience with IT, IT Automation, and Technical Support systems is advantageous.
  • In-depth knowledge of Customer Success KPIs, processes, and routines, particularly in managing large and complex accounts.
  • Exceptional presentation and communication skills, capable of engaging various personas and levels within client organizations.
  • A genuine passion for customer satisfaction and problem-solving, with a desire to deeply understand the client's technical and business landscape.
  • Familiarity with AI/ML and related technologies is beneficial.
  • Experience with programming languages such as Java, JavaScript, or Python is a plus.
  • A Bachelor's or higher degree in computer science, engineering, or a related technical field.
Preferred Qualifications:
  • Experience in a startup environment.
  • Background in Enterprise SaaS.
  • Domain expertise in IT, HR, or Customer Support.
Aisera values diversity and is committed to creating an inclusive environment for all employees. We are proud to be an equal opportunity employer, ensuring equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity, or veteran status.

At Aisera, we aim to design fair and transparent compensation programs. Base pay is determined by a candidate's skills, expertise, and experience.