Customer Success Assistant engaging with clients through various platforms. Supporting store teams and addressing customer needs focused on relationship building and satisfaction.
About the role
- Head of Customer Success overseeing Account Management team at an AI growth platform for service businesses. Focused on driving revenue, retention, and team performance.
Responsibilities
- Ensure each role within the organization has clear goals and directions, including building and designing incentive plans, growth goals and daily expectations for team members
- Collaborate with Enablement to build training and materials to equip the team to support customers
- Hire and onboard reps to support the various segments and define job expectations
- Deep understanding of the day to day realities of the team to continue to create process and structure for improved efficiency
- Manage the team to org level retention and growth goals
- Create strong partnership with Solutions Engineering org to build an end to end lifecycle for customers and effectively onboard voice and sms customers
- Develop and grow technical and AI aptitude within the team to ensure strong customer support as new products emerge
- Implement Performance Management structure to ensure teams are meeting expectations of the role
- Collaborate with internal Operations partners to design incentive plans for the various roles to drive the right business outcomes
- Continue to refine support process and playbooks leveraging both tech and humans
- Consistent oversight on the support process to ensure customers are meeting defined milestones to drive retention
- Collaborate with leaders of each segment to refine support strategy, SLA and processes
- Software project management and technical implementation of key tools
- Partner with head of Solutions Engineers to define Role Objectives between AM teams and Sales Engineering teams
- Refine process between AM and Sales by working with Sales leaders to ensure consistent hand off and support of customers in each segment
- Alignment with Operations teams to build reporting and compensation plans and execute against those
- Connection to Product and Engineering to ensure product enhancements are communicated effectively to Account Managers and subsequently to customers when relevant
- Serve as an escalation point for any major technical issues that are surfaced by the AM team from customers
- Ingest updates from Marketing to ensure consistent customer messaging of the product suite and services
Requirements
- 7+ years in B2B Customer Success with prior leadership experience
- Proven track record of building processes and playbooks to support the daily expectations of the team
- Experience working on a startup or undefined environment, where defining things is a regular part of the role
- Ability to deep dive into customer journey and improve upon support models
- Experience with customers of all sizes both small and large
- Strong cross-functional skills -- ability to partner with Product, Marketing, and Sales
- Experience managing technical implementations and software project management
- Prompt engineering experience or track record of leveraging AI prompts to improve efficiency
- Comfortable with and ideally experience working in various systems: Zapier, ChatGPT, Claude and Claude Code, Linear, N8n and Hubspot.
Benefits
- Competitive compensation package including base salary, bonus, and equity. Details shared during the interview process.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
CRM Analyst supporting marketing campaigns for a major jewelry brand in Brazil. Collaborating with teams to analyze customer behavior and optimize CRM strategies.
Senior Client Success Manager managing high - value accounts and driving client satisfaction for healthcare providers. Ensuring effective platform engagement and retention in a high - growth startup environment.
Senior Microsoft Dynamics 365 CRM Consultant leading design, configuration, and deployment of CRM solutions. Collaborating with stakeholders to translate requirements into scalable CRM systems.
Senior Customer Success Manager responsible for developing relationships with prestigious law firms. Focusing on strategic partnerships and driving customer expansion in the legal tech industry.
Client Success Manager leading Client Success strategy and growth for Pave Bank's global client portfolio. Shaping customer experiences and retention through strategic oversight and leadership.
Customer Success Manager ensuring successful campaign execution at Arizent, bridging sales and client support roles. Collaborating across teams for effective project management and client satisfaction.
Founding Customer Success Manager defining post - sales lifecycle for an AI - driven legal tech company. Leading customer success initiatives with mid - to - large law firms to ensure adoption and value.
Manager Customer Success at LegalPlace simplifying legal processes for businesses and individuals. Focused on team performance, client satisfaction, and data - driven improvements.
Enterprise Customer Success Manager responsible for scaling customer success at AthenaHQ. Building long - term partnerships and shaping a proactive customer - centric culture in a growing AI company.