Senior Customer Success Manager

About the position

A Sr. Customer Success Manager is responsible for maintaining and growing relationships with the most important customers of Session AI. The CSM acts as the primary point of contact between the company and its key customers and ensures that these customers receive exceptional service. The candidate must be an effective communicator, collaborator, and problem solver, and have a deep understanding of both the company's and the key client's needs and objectives. The role goes beyond simple account management and requires a hands-on approach to designing solutions to our customers’ business challenges by leveraging the capabilities available through Session AI’s innovative technology. The ideal candidate will have the mindset and presence of a consultant, coupled with the skills of an analyst. Core traits include strategic thinking, creativity, and proactivity.

Responsibilities

• Work closely with business, marketing, executives, analytics, and data science teams within client organizations to address business opportunities and design solutions to meet their needs leveraging Session AI technology to drive success.
• Become a trusted source of consultative guidance to clients through regular touch-points, quarterly business reviews, and Session AI CS playbook.
• Establish and maintain strong relationships with key client decision-makers to ensure alignment on the value generated for the client.
• Develop a deep understanding of the client's business needs, priorities, and objectives and evangelize the client's business & needs internally within Session AI.
• Collaborate with internal teams, including delivery, analytics, sales, product marketing, data science, and product development, to ensure that the clients receive the best possible service and support.
• Develop and implement client success plans that outline the goals, strategies, plan, and tactics for each key client.

Requirements

• 8 to 10 years overall professional experience, with 5+ years in a customer-facing role, specifically with demonstrated experience in consulting and helping enterprises adopt technology.
• Familiarity with the basic tenets of predictive analytics and machine learning.
• Excellent presentation skills. Comfortable in presenting and interacting with a C-suite audience.
• Skilled storyteller using data and a creator of compelling presentations.
• Excellent communication skills and cross-team collaboration skills to effectively share customer needs across sales, engineering, and product teams.
• Organized and proactive to drive customers toward optimal business outcomes, product adoption, and ultimately revenue growth for Session AI.

Benefits

• Competitive salaries and benefits, including equity
• Inclusive environment with an innovative and collaborative team that strives for excellence.