Senior Manager Customer Success

Lakera - San Francisco, CA

Full-time - Senior

San Francisco, CA

About the position

As Lakera's first Customer Success team member, you will play a crucial role in shaping and driving the customer success strategy. Your primary responsibility will be to ensure customers realize maximum value from our products and services while building long-term relationships. You will also have the unique opportunity to influence the product roadmap and work cross-functionally to elevate customer satisfaction and retention.

Responsibilities

• Lead onboarding sessions, guiding new customers to quickly achieve desired outcomes with Lakera's products and services.
• Build and maintain strong relationships with customers, acting as their primary point of contact and trusted advisor.
• Regularly engage with customers to understand their evolving needs and goals, and identify opportunities to add value.
• Drive customer retention and renewal rates by ensuring customer satisfaction and proactively addressing any concerns or challenges.
• Collect and communicate customer feedback to product and engineering teams, playing a key role in shaping the product roadmap.
• Leverage data and customer insights to identify trends, risks, and opportunities, and share actionable recommendations.
• Work closely with Sales, Product, Engineering, and Marketing teams to provide a seamless and unified experience for customers.
• Act as the voice of the customer within the company, ensuring customer needs and perspectives are considered in key decisions.

Requirements

• 5+ years in Customer Success, Account Management, or related roles, ideally within a high-growth B2B SaaS startup or AI company.
• Previous experience as a software engineer and/or technical degree.
• Proven ability to influence and drive strategy with minimal guidance.
• Experience in building or scaling a Customer Success team is a strong plus.
• Deep understanding of customer success best practices, with a passion for delivering exceptional customer experiences.
• Excellent verbal and written communication skills with the ability to clearly articulate complex concepts.
• Strong analytical skills, with experience in leveraging customer data to drive outcomes and make recommendations.
• A proactive, self-starter with a strong sense of ownership and accountability.

Benefits

• Equity package.
• Comprehensive health, dental, and vision insurance.
• 401k plan.
• Paid parental leave.
• Unlimited PTO.
• Wellness and commuter benefits.