Customer Success Manager

Observe.AI is an enterprise-grade Customer Experience AI platform that transforms contact centers into performance engines. The Customer Success Manager will drive customer adoption and retention by acting as a trusted advisor, guiding clients through the deployment of AI solutions and ensuring they achieve measurable business outcomes.

Responsibilities:

• Driving process change and product adoption through change management, executive level relationships, project management, and training enablement
• Monitoring customer health across the customer journey and taking data driven actions to influence the right behavior
• Conducting Quarterly Business Reviews at an executive level to demonstrate qualitative and quantitative value
• Championing and owning customer retention and partnering with Account Managers on upsells
• Advocating for customer needs and educate them on adopting new features as we continue to enhance the product
• Confidently working in an ambiguous environment -- we are a fast moving startup!
• Collaborating internally and externally to solve pain points for your customer
• Providing key contributions to help grow and scale our Customer Success organization

Requirements:

• 5+ years of experiencing owning clients in a CSM capacity for a SaaS solution, with proof of value add
• You can tell us how you uncover your customers business needs, and align usage of your SaaS product to meet those needs
• Knowledge SaaS business models, customer success methodologies, and customer lifecycle management
• Strong communication, presentation, and interpersonal skills
• Strong organizational and project management skills
• Data-driven, process oriented individual who can point to ways you've up-leveled the product / process and people in your professional experience past
• Eager to learn, try new things, and take calculated risks - for great impact, reward, and fulfillment!