Strategic Customer Success Manager - Remote

About the Role

We are an industry leader in AI-powered customer communications, offering innovative solutions that redefine how businesses interact with and serve their customers. Trusted by global enterprises across diverse industries, our cutting-edge AI technology delivers exceptional customer experiences and drives impactful results. Backed by prominent investors, we are a dynamic force in the tech industry with a rapidly growing global presence.

About the Team

The Customer Success team plays a pivotal role in guiding customers through their journey with our products—from onboarding to achieving measurable success. Collaborating with Sales, Support, Professional Services, and Product teams, this group ensures customers derive maximum value, leading to retention, satisfaction, and growth.

Your Role

As a Strategic Customer Success Manager (CSM), you will empower businesses to overcome complex communication challenges. You will lead all post-sales activities, leveraging your expertise in relationship building, product knowledge, and strategic planning to support our largest customers. Working closely with cross-functional teams, you'll collaborate three times a week in our local office to deliver exceptional outcomes. Please note this is not a remote position.

What You'll Do

Champion customer success by ensuring adoption, training, and best practices to maximize return on investment.
Conduct regular Business Reviews to align goals, identify growth opportunities, and share performance insights.
Develop an in-depth understanding of our products and guide customers in applying the most relevant features to their needs.
Address escalations with urgency by documenting issues, coordinating meetings, and collaborating cross-functionally to drive resolution.

What You'll Bring

Experience: 5+ years in Customer Success within a SaaS environment, working with enterprise customers.
Communication Skills: Strong presentation, facilitation, and written communication abilities, with comfort engaging C-level executives.
Problem-Solving: Analytical mindset with a knack for tackling challenges and driving results.
Collaboration: Proven ability to work cross-departmentally and influence stakeholders to achieve positive outcomes.
Travel: Willingness to travel as needed for customer engagement.

Who You Are

You're passionate about building meaningful relationships with customers and helping them achieve their goals. A natural communicator and organizer, you excel in navigating challenges and adopting new technologies. Your enthusiasm for mastering cloud-based communication platforms and AI solutions fuels your drive for success. You thrive in Customer Success and are committed to customer satisfaction.

Benefits and Perks

Health and Wellness:

Comprehensive medical, dental, and vision plans.
Flexible time-off policies and wellness stipends for gym memberships and more.

Professional Development:

Annual reimbursement for professional development expenses.

Competitive Compensation:

Salaries determined by role, level, and location. Additional bonus and equity opportunities may apply.

Diversity, Equity, and Inclusion:

We are committed to fostering a culture that celebrates identity, inclusion, and belonging. Through employee resource groups, company events, and learning programs, we build a community where everyone can thrive.

A Note on Inclusivity

Research shows that women and marginalized groups often hesitate to apply unless they meet every qualification. We encourage you to apply even if your experience doesn't align perfectly—your unique perspective may make you an excellent candidate for this role or others.

We are an equal-opportunity employer dedicated to creating an inclusive, discrimination-free workplace.
Employment Type: Full-Time
Salary: $ 127,600.00 157,733.00 Per Year