Customer Success Manager

Full-time - Senior

Hybrid - San Jose, CA

About the position

As a Customer Success Manager (CSM) at Coactive, you will be the primary point of contact for enterprise accounts, ensuring their successful adoption and growth with our AI solutions. This role involves managing internal resources to advocate for customer needs, providing guidance, and enhancing the customer experience. You will also gather feedback for product improvement and collaborate with sales teams to identify renewal and upsell opportunities.

Responsibilities

• Serve as the primary point of contact for enterprise customers, fostering long-term relationships.
• Understand customers' unique needs and develop tailored strategies for their growth.
• Manage internal orchestration of resources from solutions, product, support, and sales teams.
• Provide ongoing guidance to enhance customers' understanding and utilization of our solutions.
• Advocate for customers by coordinating support requests and resolving issues.
• Gather and analyze customer feedback for continuous product improvement.
• Maintain a deep understanding of product offerings and industry trends.
• Collaborate with sales teams to identify opportunities for renewals and upsells.
• Occasionally travel to customer sites for meetings and relationship-building activities.
• Co-develop and refine the customer success playbook.

Requirements

• 5+ years of relevant experience in a customer-facing role, including customer success management or account management.
• Minimum of 2 years supporting complex enterprise customers.
• Deep understanding of customer experience principles and ability to articulate value propositions.
• Exceptional communication and interpersonal skills for connecting with technical and non-technical stakeholders.
• Proven ability to manage multiple customer accounts and initiatives simultaneously.
• Strong problem-solving capabilities and a strategic mindset focused on driving customer success.
• Technical aptitude and genuine interest in learning about technical concepts.
• Collaborative team player with flexibility to travel as required.

Benefits

• Equity grants
• 100% medical, dental, & vision coverage for you
• Medical, dental, & vision partially covered for your dependents
• Unlimited PTO
• Social events ranging from book clubs, happy hours, and hiking to board game nights.