Customer Success Manager (Remote)

Firefliesposted 20 days ago

Full-time • Mid Level

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About the position

Fireflies.ai is the #1 AI voice assistant -- automating note-taking, making meetings searchable, and turning voice into action & insights. It integrates into Zoom, Google Meet, and all major web-conferencing platforms. Fireflies is trusted by over 20M users across 300k+ companies worldwide. Ramp recognized Fireflies as the 6th most popular AI platform behind OpenAI, Midjourney and Anthropic. Chances are you’ve seen Fireflies in one of your meetings! We are seeking a passionate and results-driven Customer Success Manager to join our team. In this role, you will play a pivotal role in ensuring our customers achieve their desired outcomes while using our SaaS products. You will be responsible for building strong, lasting relationships with our customers, understanding their needs, and guiding them to success. Customer education and Adoption of features like Implementing AI apps, integrations, workflows, Health checks, low usage analysis, and ensuring retention.

Responsibilities

Assist new customers in getting started with our product, providing guidance, and training, and ensuring a smooth onboarding process.
Develop and maintain strong relationships with key customer accounts. Act as their main point of contact and advocate within the company. Exploring expansion opportunities and PLS.
Become an expert in our SaaS product(s) and stay updated on new features and enhancements. Be able to effectively communicate product benefits and solutions to customers.
Create and deliver training materials and webinars to help customers maximize the value of our product.
Address customer inquiries, resolve issues, and escalate when necessary. Ensure timely responses to customer support tickets.
Gather customer feedback, case studies, quotes, g2 reviews, and insights to provide input to the product development team for continuous improvement.
Monitor customer usage and work on renewing subscriptions. Identify opportunities for upselling and cross-selling additional services or features.
Collaborate with customers to create and execute customer success plans that align with their goals and objectives.
Proactively identify and address factors that may lead to customer churn. Develop strategies to mitigate churn and increase customer retention.
Maintain and provide regular reports on customer engagement, satisfaction, and product usage to internal stakeholders.

Requirements

Bachelor's degree in a relevant field (Business, Marketing, Computer Science, etc.).
Previous experience in a Customer Success role, preferably within the B2B SaaS industry.
Strong communication, interpersonal, and relationship-building skills.
Excellent problem-solving abilities and a customer-centric mindset.
Proven ability to work independently and as part of a team.
Familiarity with Customer Relationship Management (CRM) software is a plus.