Senior Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Provide comprehensive support and guidance to Cognigy customers throughout their implementation journey.

• Assist customers in achieving desired outcomes and facilitate further growth opportunities.

• Maintain a well-balanced customer portfolio within the Customer Success team.

• Enhance external communication across the broader organization.

• Advise enterprise customers on the strategic use of Cognigy technology and innovative AI applications.

• Identify customer requirements through systematic discovery processes.

• Coordinate and execute solutions promptly and efficiently.

• Offer assessments and recommendations on solutions through in-depth technical discussions.

• Engage with enterprise executives to convey the strategic business value of our solutions.

• Define and monitor customer success metrics.

• Report on the value delivered to both customers and the organization.

• Design and implement strategies for customer retention, conduct executive business reviews, and create tailored engagement plans.

• Develop sales proposals that align with customer objectives and negotiate terms effectively.

• Build customer advocates through case studies, testimonials, and referrals.

• Collaborate with sales and technical teams to enhance customer loyalty and satisfaction.

⛳️ Requirements

• Minimum of 5 years of experience in the software industry as a Customer Success Manager.

• Demonstrated success in driving measurable business outcomes for customers, including improved retention rates and product adoption.

• Experience with CCaaS, AI, or conversational AI is essential.

• Profound understanding of strategic business value within the software industry, encompassing industry benchmarks and ROI-driven goals.

• Outstanding written and verbal communication skills.

• Ability to clearly articulate complex solutions to customers.

• Proven ability to build rapport and cultivate collaborative relationships.

• Empathetic, user-focused approach to customer experience.

• Analytical and structured problem-solving skills.

• Familiarity with CRM platforms, Customer Success tools, and data analysis software.

• Willingness to travel up to 20% of the time within the USA.

• Strong understanding of business and IT processes, particularly in SaaS models.

• Ability to identify opportunities for process improvement.

• Alignment with the company’s values and culture.

• Genuine interest in AI technology and a passion for leveraging AI to achieve business outcomes.

🏝️ Benefits

• Opportunities for internal career advancement across various roles, disciplines, domains, and locations.

• Opportunities for personal and professional growth.

• A fast-paced, collaborative, and innovative work environment.

• Equal opportunity employment.