Customer Success Manager

About the position

Our Customer Success team plays a critical role guiding customers through their journey with Hebbia. Customer Success combines a strong knowledge of Hebbia’s product with a deep understanding of our users and how they can discover maximum value from AI. We’re looking for a Customer Success Manager to interface between our cutting-edge AI product and Hebbia’s customers at top financial institutions, law firms and Fortune 500 companies. The Customer Success Manager will be relied upon to enable strong customer satisfaction and support, which maximizes retention and customer health. This role collaborates with our Engagement, Product, and Engineering teams as a voice of the customer, and spearheads customer value as a product expert, through the delivery of onboardings and templatized workflows. A strong candidate requires curiosity, critical thinking, cogency, ability to communicate clearly and a desire to run hard at our vision to scale AI for serious work. If you’re a self-starter who enjoys solving challenging problems, and have a desire to see a tangible impact of your efforts, we’d love to hear from you. Our team works in-person 5 days a week at our SoHo office in NYC.

Responsibilities

• Comfort with large language models (LLMs) including Open-AI (GPT-4), Anthropic (Claude-3.5), and/or Gemini.
• Apply prompt engineering and build templatized workflows for complex professional settings.
• Build relationships with current customers and help them maximize their use of Hebbia with a superior customer experience.
• Onboard customers successfully, understand their needs and use cases, and help them become masters of the Hebbia platform.
• Manage reporting of the health of customer accounts, assist in preparing executive-facing materials to keep key sponsors informed.
• Tackle ambiguous, complex customer and product questions - bringing together a deep understanding of user needs and technical capabilities.

Requirements

• 3-7 years of experience in customer facing enterprise SaaS work, with a track record of successfully delivering, preferably involving financial services.
• Curiosity around the applications of AI in professional services, and a strong desire to learn; some comfort with leading Large Language Models.
• Strong ownership mindset - you see problems or white space and make it yours.
• Distinctive analytical and problem solving capabilities: structure ambiguous, open-ended problems, and quickly iterate on solutions.
• Comfortable working in person 5 days per week.

Benefits

• Comprehensive health, dental and vision coverage
• Retirement benefits
• Daily catered lunch
• Unlimited PTO
• Eligible to participate in equity plan