Director of Client Success

7 days ago


San Francisco, California, United States Lakera Full time
A Career at Lakera

Lakera is a leading AI security company that empowers builders to navigate the dynamic landscape of AI-powered applications. We're looking for a talented Senior Manager Customer Success to join our team.


About the Role

This role plays a crucial part in shaping our customer success strategy. The Senior Manager will be responsible for leading onboarding sessions, building strong relationships with customers, and identifying opportunities to add value.


Key Responsibilities
  • Onboard New Customers: Lead onboarding sessions to ensure new customers achieve desired outcomes with Lakera's products and services.
  • Customer Relationships: Build and maintain strong relationships with customers, acting as their primary point of contact and trusted advisor.
  • Account Management: Regularly engage with customers to understand their evolving needs and goals, and identify opportunities to add value.
  • Risk Mitigation: Proactively address any concerns or challenges to drive customer retention and renewal rates.
  • Product Roadmap: Collect and communicate customer feedback to product and engineering teams, playing a key role in shaping the product roadmap.
  • Business Intelligence: Leverage data and customer insights to identify trends, risks, and opportunities, and share actionable recommendations.

Requirements
  • Experience: 5+ years in Customer Success, Account Management, or related roles, ideally within a high-growth B2B SaaS startup or AI company.
  • Technical Expertise: Previous experience as a software engineer and/or technical degree.
  • Leadership Abilities: Proven ability to influence and drive strategy with minimal guidance. Experience in building or scaling a Customer Success team is a strong plus.
  • Customer Focus: Deep understanding of customer success best practices, with a passion for delivering exceptional customer experiences.
  • Communication Skills: Excellent verbal and written communication skills with the ability to clearly articulate complex concepts.
  • Analytical Mindset: Strong analytical skills, with experience in leveraging customer data to drive outcomes and make recommendations.

Benefits and Compensation

Estimated annual salary: $170,000 - $220,000 based on industry standards and location.

  • Equity package.
  • Health insurance.
  • 401k plan.
  • Paid parental leave.
  • PTO.
  • Wellness benefits.


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