Senior Customer Success Manager
About Docsumo:
Docsumo is a leading Document AI software that helps enterprises automate document processing. Our intelligent platform converts critical documents such as invoices, ID cards, and bank statements into structured, actionable data. Backed by prestigious investors including Sequoia, Barclays, Techstars, and Better Capital, we're on a mission to transform how businesses handle document-intensive processes.
Position Overview
- As a Senior Customer Success Manager at Docsumo, you'll drive value realization for our enterprise clients while serving as their trusted advisor throughout their journey with our platform. This role requires a strategic mindset, technical aptitude, and exceptional relationship-building skills to ensure our customers achieve their automation goals and continue expanding their use of Docsumo.
Key Responsibilities
- Strategic Customer Partnership: Serve as the primary point of contact and trusted advisor for your portfolio of enterprise accounts, developing deep relationships with key stakeholders.
- Outcome Delivery: Own and drive customer OKRs, ensuring clients achieve measurable business outcomes and ROI from our Document AI solutions.
- Onboarding Excellence: Collaborate with our specialized Onboarding team to create seamless implementation experiences for new customers, establishing strong foundations for long-term success.
- Voice of the Customer: Transform satisfied users into vocal advocates through strategic collection of G2 reviews, case studies, testimonials, and reference calls.
- Portfolio Management: Maintain a comprehensive understanding of your accounts' health, driving strong retention metrics while identifying and executing expansion opportunities.
- Team Leadership: Mentor junior team members, sharing best practices and helping establish scalable customer success processes.
- Process Optimization: Follow and enhance internal protocols for Account Management, Enablement, Onboarding, and Adoption to ensure consistent, high-quality customer experiences.
Work Schedule
- This position requires availability during North American business hours: 4:00 PM to 1:00 AM IST.
Required Experience & Education
- 5+ years of experience in B2B SaaS Customer Success, with demonstrated success managing enterprise relationships.
- Experience directly managing high-performing teams OR building customer success functions from the ground up.
- B.Tech/B.E in Computer Science, Electronics, or Electrical Engineering.
- Proven track record of increasing customer retention and driving expansion revenue
Essential Skills
- Technical Aptitude: Comfortable discussing technical concepts, basic API knowledge, and the ability to understand how our Document AI solutions integrate with customer environments.
- Communication Excellence: Exceptional written and verbal communication skills with the ability to explain complex concepts to both technical and non-technical audiences.
- Relationship Intelligence: Natural ability to build trust, navigate complex organizations, and serve as a respected advisor to customers.
- Process Orientation: Highly organized approach with methodical problem-solving and consistent delivery.
- Business Acumen: Skilled at identifying expansion opportunities and articulating business value.
- Global Perspective: Experience managing international customer relationships with sensitivity to cultural nuances.
- First-Principles Thinking: Ability to break down complex problems and continuously improve processes.
- Adaptability: Flexible approach to meeting evolving business requirements
Why Join Docsumo
- Make a meaningful impact by helping enterprises transform their document processing capabilities.
- Work with cutting-edge AI technology that delivers measurable business outcomes.
- Collaborate with a talented, global team committed to customer success.
- Learn and grow in a dynamic, fast-paced environment backed by top-tier investors.
- Shape the future of a rapidly expanding Customer Success organization
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