Customer Success Manager at ServiceTitan managing customer relationships to drive business outcomes. Building customer success through understanding their needs and effective communication in Yerevan, Armenia.
About the role
- Digital Customer Success Manager at Modjo driving customer success for B2B clients using AI solutions. Onboarding and managing a large client base with a focus on retention and growth.
Responsibilities
- Large-scale Client Portfolio Onboarding & Management: Onboard new clients using a one-to-many methodology (collective kick-offs, use case implementation, user onboarding, prompting sessions) and manage a large number of B2B clients using various communication channels and follow-up tools (emails, webinars, interactive guides, communication campaigns, automation).
- Scale Customer Engagement: Design, implement, and maintain playbooks, workflows, and automations to engage effectively with a high volume of customers.
- Customer Journey Optimization: Continuously improve the customer experience from onboarding through renewal. Create resources and run value-driven initiatives (video tutorials, webinars, process optimization) that empower customers to get the most from Modjo independently.
- Retention & Growth: Analyze user data from our platform to identify upsell opportunities or at-risk customers. Propose targeted action plans to drive deeper adoption of Modjo, support contract renewals, and maximize portfolio value.
- Strategic Collaboration: Work closely with Account Management, Support, Sales, Product, and Marketing teams to relay customer feedback and enhance our offering.
- Support and Escalation: Although the model is one-to-many, ensure clear communication and coordination with the Support team for escalations and complex issues.
- AI Expertise: Serve as an AI ambassador, helping clients fully leverage Modjo’s intelligent solutions.
Requirements
- Minimum 2+ years of professional experience in Customer Success or Account Management within a B2B SaaS company, managing a large portfolio of 200+ client accounts.
- Autonomy and Organization: Proven ability to manage a high volume of clients, structure work effectively, and prioritize tasks.
- Comfortable leading client webinars and virtual group sessions.
- Analytical Skills: Able to translate usage data into concrete, actionable recommendations.
- Communication: Strong written communication skills; able to craft clear, engaging, and relevant messages.
- Proactivity: Solution-oriented, with a continuous improvement mindset and a drive to optimize processes.
- Language: Fluent in English and native French proficiency.
- Technical Skills: Experience with SaaS products, CRM systems, or Customer Success platforms, with a proven track record of meeting or exceeding targets.
Benefits
- Work with a passionate, ambitious, and impact-driven team.
- Join a fast-scaling company where your ideas and results truly matter!
Job title
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