Customer Success Manager

6 days ago

Santa Clara, California, United States CESNA Full time
About Our Company

CESNA is a leading company in the AI industry, founded in 2023 and headquartered in Santa Clara, California, with additional operations in Pangyo, South Korea.

Job Description

We are seeking a highly skilled Customer Success Manager to oversee the entire customer journey, ensuring a seamless experience from onboarding to retention. The ideal candidate will be a customer-centric individual with great product sense, excellent communication skills, and a deep understanding of our company's products and services.

Key Responsibilities
  • Guide new customers through the implementation process of our products, ensuring a smooth and positive start.
  • Provide comprehensive training and resources to help customers understand and utilize the product to the best of its ability.
  • Proactively coach and educate customers to improve adoption of our products and services.
  • Serve as the main point of contact for customer inquiries and concerns, ensuring prompt and effective communication.
  • Promptly and effectively address and resolve customer issues to ensure a positive experience.
  • Escalate complex problems to the appropriate teams, while retaining responsibility for the customer's issue until it is fully resolved.
  • Work closely with the research, marketing, and product development teams to ensure a cohesive customer experience.
  • Manage outsourced teams in both India and the Philippines, ensuring that projects are delivered with quality, and on time.
  • Be responsible for the CSM curriculum, adapting, changing, and pinpointing areas of improvement to provide tangible results to meet KPIs set forth by the company.
  • Brainstorm, implement, and own initiatives aimed at improving customer satisfaction and loyalty.
Requirements
  • Minimum of 7 years of proven experience in a customer-facing role, such as customer success, account management, sales, or customer support, preferably at a SaaS B2C company.
  • Exceptional verbal and written communication skills.
  • Ability to work well with cross-functional teams, including research, marketing, product development, and support.
  • Strong analytical and organizational skills.
  • Enjoyment in working in a dynamic environment, and thriving in dealing with new challenges on a daily basis.
  • Dedication to keeping abreast of industry trends and consistently enhancing skills and knowledge.
  • Bilingual in Korean and English.
Preferred Qualifications
  • Bachelor's degree in Business, Marketing, Communication, or a related field.

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