YOUR PROFILE
As a Customer Success Manager, you will be the primary point of contact for our valued clients, responsible for nurturing strong, long-term relationships with them. Your focus will be on retaining and growing revenue from the existing book of business, managing the customer life cycle, handling contract renewals, and reducing churn. Additionally, you will use your sales background to effectively cross-sell and upsell our AI SaaS ecommerce solutions, making a positive impact on both our customers and our business.
Responsibilities:Customer Success Management: Proactively engage with customers to understand their business needs, challenges, and objectives. Leverage your curiosity and deep understanding of AI and ecommerce to tailor our solutions to meet their specific requirements, driving customer satisfaction and loyalty.
Retention and Growth: Develop strategies to retain and expand revenue from our existing customer base. Identify opportunities to upsell and cross-sell additional products or features that align with customer goals and needs.
OnBoard our VIP / Tier 1 Customers: Own the onBoarding Process, creating strong rapport and understanding of your customers’ business, goals and challenges. Demonstrate the value of our solutions to customers to secure long-term relationships.
Churn Reduction: Analyze customer health metrics and identify early signs of potential churn. Execute CS Save Plays to address any concerns and turn around poor customer health, effectively preventing churn.
Forecasting: Provide accurate and reliable revenue forecasting based on customer engagement and renewal insights. Collaborate with the sales and finance teams to develop data-driven forecasts.
Product Expertise: Develop a deep understanding of our AI SaaS ecommerce products and industry trends. Provide valuable product advice to customers, showcasing how our solutions can address their pain points and improve their business operations.
Soft Selling: Engage in soft selling techniques, balancing a consultative approach with the promotion of our products and services. Be comfortable advocating for our offerings while prioritizing the customer’s best interests.Qualifications and Skills:
Responsibilities:Customer Success Management: Proactively engage with customers to understand their business needs, challenges, and objectives. Leverage your curiosity and deep understanding of AI and ecommerce to tailor our solutions to meet their specific requirements, driving customer satisfaction and loyalty.
Retention and Growth: Develop strategies to retain and expand revenue from our existing customer base. Identify opportunities to upsell and cross-sell additional products or features that align with customer goals and needs.
OnBoard our VIP / Tier 1 Customers: Own the onBoarding Process, creating strong rapport and understanding of your customers’ business, goals and challenges. Demonstrate the value of our solutions to customers to secure long-term relationships.
Churn Reduction: Analyze customer health metrics and identify early signs of potential churn. Execute CS Save Plays to address any concerns and turn around poor customer health, effectively preventing churn.
Forecasting: Provide accurate and reliable revenue forecasting based on customer engagement and renewal insights. Collaborate with the sales and finance teams to develop data-driven forecasts.
Product Expertise: Develop a deep understanding of our AI SaaS ecommerce products and industry trends. Provide valuable product advice to customers, showcasing how our solutions can address their pain points and improve their business operations.
Soft Selling: Engage in soft selling techniques, balancing a consultative approach with the promotion of our products and services. Be comfortable advocating for our offerings while prioritizing the customer’s best interests.Qualifications and Skills:
- Proven experience in customer success management or account management, preferably in the AI or ecommerce industry.
- Solid sales background with a track record of driving revenue growth and customer retention.
- Strong analytical skills to interpret customer data and identify trends and opportunities.
- Excellent communication and interpersonal skills to build rapport with customers and internal teams.
- Highly organized with the ability to manage multiple accounts and tasks simultaneously.
- Self-motivated, results-oriented, and adaptable to a fast-paced, evolving environment.
