Customer Success Manager

This is a fully remote position, open to applicants in Connecticut, +1 more state.

📋 Description

• Develop robust relationships with clients, understanding their objectives and ensuring they are achieved through the platform.

• Conduct regular check-ins to assess usage and overall satisfaction.

• Serve as the main point of contact for a designated portfolio of customers.

• Address support inquiries promptly and professionally.

• Diagnose issues and collaborate with the product team when necessary.

• Keep detailed records of customer interactions and feedback.

• Track usage and recognize churn risks early, providing customized support to address them.

• Spot upsell and renewal opportunities, working with the sales team to implement them.

• Convey customer insights to product and engineering teams to influence product development.

• Share trends, successes, and challenges with the wider customer success and sales teams.

⛳️ Requirements

• Proven experience in customer success, account management, or a client-facing SaaS position.

• Familiarity with SaaS and a strong understanding of product knowledge.

• Excellent communication and relationship-building capabilities.

• Ability to troubleshoot problems and convey technical concepts to non-technical users.

• Experience using CRM or customer success platforms.

• Highly organized and proactive, with a customer-centric approach.

• Residing in the CT/MT/PT time zone.

• Background in construction technology or experience with AEC clients is advantageous.

🏝️ Benefits

• Health, dental, and vision insurance.

• Unlimited paid time off and flexibility to work remotely.

• Chance to advance your career at a rapidly growing AI startup.

• A collaborative and innovative working environment.