Senior Customer Success Manager

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

📋 Description

• Assist customers in effectively leveraging Cognigy’s enterprise software and AI technology to maximize investment value through innovative AI applications.

• Determine customer requirements through systematic discovery methods.

• Organize and execute solutions promptly.

• Provide evaluations and recommendations on solutions, including in-depth technical discussions about features and their benefits.

• Interact directly with enterprise executives to communicate strategic business value and influence key decision-makers.

• Establish and monitor customer success metrics utilizing data.

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

• Develop and implement customer retention strategies, such as executive business reviews and tailored engagement plans.

• Reduce customer churn.

• Create sales proposals for products and services that align with customer objectives.

• Negotiate terms that are advantageous for both the customer and the company.

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

• Collaborate with sales and technical teams to enhance customer loyalty, satisfaction, and long-term success.

• Support the Director of Customer Success in maintaining a balanced portfolio within the Customer Success team.

• Enhance external communication across the broader organization.

⛳️ Requirements

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

• Demonstrated success in delivering measurable business results for customers, such as improved retention rates and product utilization.

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

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

• Outstanding written and verbal communication abilities.

• Capability to communicate complex solutions clearly to customers.

• Ability to establish rapport and foster collaborative relationships.

• Empathetic, user-focused approach to customer experience.

• Analytical mindset with a structured approach to problem-solving.

• 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, especially SaaS models.

• Ability to recognize opportunities for process improvement.

• Alignment with the organization’s values and culture.

• Genuine interest in AI technology and enthusiasm for leveraging AI to achieve business results.

🏝️ Benefits

• Dynamic, collaborative, and innovative work environment.

• Opportunities for professional development and growth.

• Numerous internal career paths across various roles, disciplines, domains, and locations.

• Travel opportunities up to 20% of the time within the USA.