Customer Success Manager leading a team for trial enablement and adoption in law firms. Collaborating with Sales, Marketing, and Product for enhanced customer engagement and onboarding strategies.
About the role
- Lead transition to AI-powered sales for customers at Modjo, managing Success and Support teams for optimal customer experience.
Responsibilities
- Your mission is to lead the transition to AI-powered sales for our customers. We are building a future where B2B sales is no longer defined by "administrative debt."
- You will lead Success and Support teams and be responsible for post-sales customer experience to secure renewals and drive NRR.
- Achieve high daily engagement rates where reps actively engage conversations with Modjo AI.
- Secure renewals and drive a direct increase in GRR (aiming for 85%+ 12-months) via strong product adoption and maintaining high-quality value-based relationships with Sales leaders.
- Boost NRR above 110% by contributing to the "land and expand" strategy and identifying upsell opportunities.
- Build a happy, engaged, and continuously learning 12+ people team that is at the forefront of leveraging AI for customer success.
- Build and structure processes to manage onboardings, run, renewals and upsell detection for 600+ customers today to thousands in the years to come.
- Establish a strong feedback loop where the Product roadmap is fuelled by deep customer insights.
Requirements
- 10y+ experience in a Customer Success roles, with 4y+ experience in leadership position, and have successfully scaled a CS team during the critical $5M to $20M ARR transition.
- Strong B2B SaaS background understanding the complexities of B2B sales cycles, CRM ecosystems, and the "Value Realization" journey in a professional software context.
- Collaborative, low-ego, and ambitious, pushes for high standards and rapid execution.
- Proven track record of closely collaborating with Product, Marketing and Operations to reshape a Customer Experience
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