Customer Success Manager

The Cxapp - Los Angeles, CA

Full-time - Mid Level

Remote - Los Angeles, CA

About the position

The Customer Success Manager at CXApp is responsible for ensuring customer satisfaction and success by driving product adoption, identifying expansion opportunities, and managing renewals. This role involves building strong relationships with customers, understanding their needs, and delivering exceptional value through the CXApp platform, which enhances workplace experiences in a remote work environment.

Responsibilities

• Guide new customers through the onboarding process, ensuring a smooth start with our products or services.
• Monitor customer usage and engagement, proactively identifying opportunities to drive increased adoption and value.
• Build and nurture strong, long-lasting relationships with key stakeholders within customer organizations.
• Develop a deep understanding of our products or services and their applications within each customer's unique context.
• Collaborate with cross-functional teams to develop and execute account plans that drive customer success and growth.
• Identify opportunities for upselling or cross-selling additional products or services to existing customers.
• Ensure a high percentage of customer renewals by proactively addressing potential issues and demonstrating ongoing value.
• Collect and relay customer feedback to internal teams, advocating for product improvements and enhancements.
• Encourage and support satisfied customers to become advocates, sharing their success stories and referrals.

Requirements

• Bachelor's degree in business, marketing, or a related field (MBA a plus).
• Proven experience as a Customer Success Manager, Account Manager, or similar role in a SaaS or technology company.
• Strong understanding of customer success principles and best practices.
• Excellent communication, negotiation, and interpersonal skills.
• Analytical mindset with the ability to interpret data and make data-driven decisions.
• Exceptional problem-solving and project management skills.
• Self-motivated, results-driven, and able to work independently and as part of a team.
• Familiarity with CRM software and customer success tools (e.g., HubSpot) is a plus.

Nice-to-haves

• Experience in a technology environment.
• Knowledge of SaaS products and services.

Benefits

• Remote work flexibility
• Diversity and inclusion initiatives
• Accommodations available for candidates during the selection process