Manage customer onboarding, training, adoption, support, renewals, and account growth for a B2B SaaS construction takeoff product. Identify upsell opportunities, reduce churn, gather product feedback, support customer advocacy, and track success metrics including CSAT, NPS, renewals, and churn. The role requires strong communication, analytical, relationship-building, and problem-solving skills, with availability for US business hours and possible onsite customer travel.
Attentive.ai is a fast-growing vertical SaaS start-up, funded by PeakXV (Surge), Infoedge, Vertex Ventures, Tenacity & Insight Partner that provides innovative software solutions for the landscape, paving & construction industries in the United States. Our mission is to help businesses in this space improve their operations and grow their revenue through our simple & easy-to-use software platform. We're looking for a dynamic individual to join our team and help us drive retention, sales and grow our customer base.
Job Description:
We are seeking an experienced and dynamic individual to join our team as a Customer Success Manager. An ideal candidate will have 3+ years of experience in customer success in a related field (B2B SaaS, Software etc.). As CSM, you will be responsible for driving onboarding, training and support for customers of Beam AI, our construction takeoff product. This role may include a travel component for visiting customers onsite in the US and Canada.
• Customer Onboarding: Oversee the customer onboarding process to ensure it's efficient, scalable, and tailored to different customer segments.
• Product Adoption and Usage: Implement strategies to drive product adoption and usage, ensuring customers can leverage the full value of the solution.
• Upsell Motion: Drive measurable revenue expansion by proactively identifying and closing upsell opportunities across your portfolio.
• Account Management and Renewals: Manage key customer accounts to build strong relationships. Work on strategies for renewals and to prevent churn by identifying at-risk customers early and addressing their concerns.
• Feedback Loop and Product Improvement: Gather customer feedback and insights. Work closely with the product team to inform product development and improvements based on customer needs and feedback.
• Customer Advocacy and Engagement: Promote customer advocacy by identifying opportunities for case studies, testimonials, and referrals. Work with the marketing team to engage with the customer community through events, webinars, and forums.
• Metrics and Performance Analysis: Track key performance indicators (KPIs) for customer success, such as customer satisfaction scores (CSAT), Net Promoter Score (NPS), renewal rates, and churn rate for your accounts.
Requirements for the Role:
• 3+ years of experience in customer success in a related field (B2B SaaS, Software etc.)
• Excellent communication and interpersonal skills, including experience in building strong internal and external relationships
• Track record of customer facing roles in a fast-paced dynamic environment is preferred
• An ideal candidate should be empathic, display tact and poise under pressure
• Passion for helping customers succeed
• Strong analytical and problem-solving skills
• Ability to meet deadlines and work under pressure in a fluid environment
• Open to start-up and evening shift (US business hours)
If you're an experienced Customer Success Manager looking to join a fast-growing start-up we want to hear from you!
Attentive.ai New Delhi, Delhi, IND Office
New Delhi, India
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