Customer Success Manager

Observe.AI is the AI Agents platform for customer experience, designed to help organizations deliver faster and more efficient customer service. The Customer Success Manager will drive customer adoption and retention by guiding enterprises in deploying AI agents and ensuring the platform is embedded in their operations.

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!