Sr. Manager, Customer Success
Description
At WerQ AI, we believe that customer success is paramount to our mission of leveraging AI to transform workplace efficiency. We are seeking a Senior Manager of Customer Success to lead our efforts in delivering exceptional support and ensuring that our clients achieve their desired outcomes with our innovative solutions. In this critical role, you will guide a dedicated team of Customer Success Managers, focusing on fostering long-term relationships, driving user engagement, and maximizing satisfaction. You will collaborate closely with other teams within the organization to advocate for customer needs and influence product enhancements. If you are passionate about customer success and have a proven track record in driving value for clients, we invite you to join our dynamic team and contribute to our mission.
Responsibilities
- Lead, mentor, and develop the Customer Success team, promoting a culture of excellence and proactive client engagement.
- Define and implement customer success strategies that align with business goals and drive customer satisfaction.
- Oversee customer onboarding, ensuring a seamless transition and effective utilization of our AI products.
- Monitor customer health metrics, identify risks, and implement strategies to improve retention and upsell opportunities.
- Conduct regular check-ins and business reviews with clients to understand their needs, gather feedback, and advocate for their interests.
- Collaborate with the product and engineering teams to communicate customer feedback and influence product development.
- Develop and maintain customer success resources, including training materials, best practices, and playbooks.
Requirements
- Bachelor's degree in Business Administration, Technology, or a related field; Master's degree is a plus.
- 7+ years of experience in customer success, account management, or a related field, preferably in the tech or AI industry.
- Demonstrated track record of managing customer relationships and driving strategic value.
- Strong understanding of customer success metrics and methodologies, including onboarding, retention, and advocacy.
- Exceptional communication, presentation, and interpersonal skills, with the ability to engage clients and foster relationships.
- Proficient in using customer success tools and CRM software (e.g., Salesforce, Gainsight).
- Strong leadership abilities and experience in managing and mentoring a team.
- Passion for technology and a commitment to empowering clients through innovative solutions.
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