Customer Success Manager

This is a fully remote position, open to applicants in North America.

📋 Description

• Facilitate customer adoption of Elai to achieve predefined SLAs.

• Create and implement enablement strategies to integrate Elai into customer content creation workflows.

• Monitor usage trends and pinpoint engagement or feature adoption risks.

• Advocate for best practices and assist in the adoption of new features alongside Product and Customer Marketing.

• Act as the primary operational and commercial liaison for designated Elai-exclusive B2B accounts.

• Manage contract renewal cycles and ensure renewal agreements are executed prior to expiration.

• Identify growth opportunities and advise customers on enhancing their usage of Elai.

• Support the retention of target accounts to contribute to Global NRR goals.

• Conduct customer health assessments and business reviews, providing actionable recommendations.

• Watch for warning signs and proactively re-engage with at-risk accounts.

• Conduct NPS surveys and analyses for Elai-only customers, leading follow-up actions.

• Collaborate across departments to resolve obstacles and restore customer confidence.

• Develop and sustain educational materials, including videos, guides, and documentation.

• Compose and refine customer engagement messaging and product updates.

• Empower the Account Management team to effectively position, sell, and support Elai.

• Serve as a subject matter expert in AI-generated video and best practices in video-based learning.

• Maintain account records, renewal forecasts, and risk assessments within Salesforce, ChurnZero, or company systems.

• Report on portfolio health, renewal pipeline, and retention metrics.

• Collaborate with Account Management, Support, Product, and Marketing on customer engagement, escalations, roadmap feedback, success stories, references, and case studies.

• Contribute to internal playbooks, process enhancements, and sharing of team knowledge.

⛳️ Requirements

• Professional working proficiency in English.

• Bachelor's degree in Business, Educational Technology, Data Analytics, or a related field.

• 3-5 years of experience in Customer Success, Account Management, or a similar customer-facing position within a SaaS environment.

• Demonstrable experience in managing renewals and commercial discussions with B2B customers.

• Strong data literacy with the ability to analyze customer behavior using Excel, BI dashboards, or CRM platforms.

• Exceptional communication and presentation skills, with experience in creating customer-facing materials.

• Excellent organizational and project management capabilities.

• Comfortable in a fast-paced, collaborative, and remote-first setting.

• Ability to work autonomously as well as part of a collaborative team.

• Must be legally authorized to work in your country of residence.

• Preferred: Experience in AI video, generative AI, or tools for content creation.

• Preferred: Familiarity with Salesforce, ChurnZero, or similar Customer Success platforms.

• Preferred: Experience collaborating with corporate L&D, training, marketing, or communications teams.

• Preferred: Knowledge of video learning strategies, digital adoption best practices, or instructional design.

• Preferred: Background in customer education, training, or content development.

🏝️ Benefits

• Opportunity to engage in meaningful projects with a growing organization.

• Collaborative and supportive team atmosphere.

• Flexible work arrangements.

• Contractor/vendor engagement with fees, payment schedule, notice period, and general terms outlined in the Independent Contractor Agreement.

• Ability to invoice for services rendered.

• Independent contractor responsible for managing own taxes and benefits.

• Policies regarding confidentiality, IP, and data handling.

• Access to a human review option for applicants requesting non-automated assessments.

• Reasonable accommodations for applicants with disabilities.