Customer Success Manager (Remote)

What You'll Do (Key Responsibilities):

• Lead Customer Success & Support: Develop and execute a comprehensive customer success strategy. Oversee and directly manage all aspects of customer support for our generative AI product suite, ensuring timely and effective resolution of inquiries and issues.
• Strategic Customer Onboarding & Integration: Guide new customers through a seamless onboarding process, ensuring successful integration and adoption of our pulse mobile app, knowledge space APIs, and intelligent AI agents into their existing workflows and systems.
• Proactive Relationship Management: Build and nurture strong, long-lasting relationships with key customer stakeholders, acting as their trusted advisor and primary point of contact. Understand their business goals and ensure our products are delivering tangible value.
• Drive Product Adoption & Value Realization: Proactively monitor customer health, identify opportunities for deeper engagement, and drive adoption of advanced features. Develop resources, best practices, and conduct training sessions to help customers maximize their ROI.
• Technical Guidance & Problem Solving: Provide expert-level support for our technically sophisticated products. Troubleshoot issues related to API integrations, mobile app functionality, and AI agent performance, collaborating closely with engineering and product teams for resolution.
• Manage Product Updates & Communication: Effectively communicate product updates, new features, and maintenance schedules to customers, ensuring they understand the benefits and any necessary actions. Manage customer expectations and feedback related to these updates.
• Voice of the Customer: Act as the internal voice of the customer, gathering feedback, insights, and pain points to inform product development, sales, and marketing strategies.
• Develop & Maintain Knowledge Base: Create and maintain comprehensive documentation, FAQs, and support materials for both internal and external use.
• Performance Tracking & Reporting: Define, track, and report on key customer success metrics (e.g., adoption rates, customer satisfaction, churn, expansion opportunities).

Who You Are (Required Qualifications & Skills):

• Bachelor's degree in Computer Science, Engineering, Business, or a related field.
• 5+ years of experience in a Customer Success, Technical Account Management, or senior Customer Support role, preferably within a SaaS or AI product company.
• Proven experience supporting and managing customers using complex technical products, including APIs and mobile applications.
• Strong understanding of AI concepts; specific experience with generative AI, LLMs, or related technologies is highly desirable.
• Excellent communication, interpersonal, and presentation skills, with the ability to explain complex technical concepts to both technical and non-technical audiences.
• Demonstrated ability to build strong relationships with customers and act as a trusted advisor.
• Proactive problem-solver with strong analytical skills and a data-driven approach to customer success.
• Experience in developing and implementing customer support processes and best practices.
• Ability to work independently and manage multiple priorities in a fast-paced, evolving startup environment.
• Empathy for customer challenges and a genuine passion for helping them succeed.

Bonus Points (Desired Qualifications & Skills):

• Direct experience with generative AI products or platforms.
• Experience in a leadership or team lead capacity within a customer support or success function.
• Familiarity with CRM software (e.g., HubSpot) and customer success platforms (e.g., Gainsight, ChurnZero).
• Experience in creating technical documentation or training materials.
• Understanding of software development lifecycles and agile methodologies.