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Lead Customer Success Engineer

2 months ago

New York, New York, United States EliseAI Full time
About EliseAI

EliseAI is at the forefront of developing innovative conversational AI solutions tailored for essential sectors such as housing and healthcare. Our mission is to address the inefficiencies within these critical areas, recognizing that improvements can significantly enhance both individual quality of life and societal wellbeing.

If you are passionate about tackling challenging problems and making a meaningful impact, EliseAI is the ideal environment for you.

About The Role

We are seeking a Lead Customer Success Engineer who will cultivate and manage strategic partnerships with our clientele, engaging with a diverse range of stakeholders from operational teams to executive leadership. This position demands a candidate who can acquire an in-depth understanding of our offerings to effectively connect our customers with our internal technology teams.

As the product authority, you will oversee the customer journey, ensuring satisfaction and optimal use of EliseAI's solutions. A strong history of fostering and maintaining robust relationships with clients is essential, as you will navigate complex technical challenges while promoting enthusiasm and loyalty among our users.

Key Responsibilities
  • Develop expertise in EliseAI's solutions, focusing on user processes, integrations, and the synergy of our products.
  • Comprehend our clients' business objectives and effectively articulate the value of our AI solutions to facilitate successful adoption and usage.
  • Deliver exceptional support by taking ownership of client issues, collaborating closely with Engineering, Product, and Support teams to resolve concerns promptly.
  • Create documentation and conduct workshops to keep clients informed about new features and updates.
  • Encourage the adoption of new products and features, assisting in their launch.
  • Collaborate with the implementation team to explore client goals and best practices for successful onboarding.
  • Work alongside our sales team to develop, manage, and execute client success and engagement strategies.
  • Regularly review client performance metrics to identify opportunities for optimization.
  • Proactively identify clients at risk of underperformance and implement strategies to enhance their success and reduce churn.
  • Act as a liaison between clients and internal teams, gathering feedback, documenting feature requests, and providing insights to our Engineering and Product teams to support continuous product improvement.
Requirements
  • Minimum of 4 years of experience in a technical B2B client-facing role with a SaaS product.
  • Proven ability to take ownership and accountability in a technical setting.
  • Excellent written and verbal communication skills, capable of translating technical concepts for non-technical audiences.
  • Ability to interpret technical documentation and analyze data sets.
  • Currently managing a portfolio with a minimum of $2.5M ARR.
  • Thrives in a dynamic, fast-paced environment.
  • Strong prioritization skills and ability to execute tasks effectively.
  • Willingness to work in-person at our headquarters regularly.
Why Join Us

Be part of a growing startup where your contributions will directly influence our trajectory. At EliseAI, you will have the opportunity to shape processes and strategies, learning from both successes and setbacks with the support of a dedicated team.

Benefits

In addition to the opportunity for professional growth and impact, we offer competitive compensation along with a comprehensive benefits package, including:
  • Equity in the form of stock options.
  • Full coverage of Medical, Dental, and Vision premiums.
  • Paid parental leave.
  • Commuter benefits.
  • 401k plan.
  • Monthly fitness stipend.
  • A modern office environment with amenities.
  • Engaging company social events.
  • Unlimited vacation and paid holidays.
We also provide relocation assistance for candidates moving from outside the local area.

Compensation Range:

The salary for this position ranges from $115,000 to $140,000, with additional earnings potential based on performance. Total compensation will be discussed during the interview process, considering factors such as experience and qualifications.

EliseAI is committed to fostering an inclusive workplace and prohibits discrimination of any kind. We encourage individuals from all backgrounds to apply.