Customer Success Manager (NY, NY)

Centrical is an AI-based Employee Performance Experience Platform designed to tackle the core challenges faced by frontline workers and contact center agents.

Its primary focus is to reduce employee turnover, improve performance consistency, accelerate onboarding, and foster employee growth.

 Leveraging AI, Centrical delivers personalized, real-time performance management, adaptive micro-learning, gamification, and coaching, empowering employees to achieve better outcomes.

Trusted by Fortune 2000 leaders, including 2 of the top 5 banks in US, Hilton, Verizon, LG, Adidas, Hyundai, DHL, Enterprise, British Gas, Swisscom, Swiss Life, and many others. Founded in 2013, Centrical serves customers in 150 countries and supports 40 languages. Headquartered in New York, with offices in Tel Aviv and London, the company has raised approximately $80 million to date.

Responsibilities:  

• Manage a portfolio of 6-10 Enterprise Accounts across all stages from implementation through expansion and retention. 
• Establish a strategic advisor relationship with each customer, managing the customer relationship, health, and risk, post-sale. 
• Establish a deep knowledge of the customers’ business and organization, developing relationships with key customer stakeholders to secure contract renewals and drive further product adoption and expansion across the business. 
• Work with customers to develop and execute a success plan that outlines how Centrical will address their business needs and measure performance against established metrics/KPI’s.   
• Leverage both successful execution and relationship engagement to convert customers to evangelists and partners, helping us to grow our business and platform. 
• Actively update customers on the evolution of the product. Show how the Centrical Product evolution will continue to enhance functionality and support customers’ evolving use cases and business needs. 
• Collaborate with Sales, Marketing, Product, and our Partner community, to share best practices, improve internal capabilities, identify new customer business needs and effectively leverage all our available resources to drive customer success.  
• Monitor customer utilization trends and perform health checkups to identify product recommendations and R&D needs.  
• Conduct monthly and quarterly strategic business reviews with customer stakeholders to drive alignment and engagement. 
  
  

Requirements:  

• 3-5 years of customer management experience leading a $1-$5M portfolio with an emphasis on renewals and expansion. 
• Comfortable discussing both commercial and technical topics and engaging in commercial negotiations with senior executives.  
• Deep quantitative analysis skills, with proven business insight and judgment. 
• Ability to rapidly develop and deliver creative business solutions for complex business problems. 
• Experience implementing and using a variety of customer and commercial management tools and technologies (Salesforce, Excel, Jira, ZenDesk, Google Apps, BI tools, SQL queries). 
• Able to excel in a rapidly changing, hyper-growth, Start Up environment, as an entrepreneurial, self-starter and highly collaborative team member. 
• Experience within a globally dispersed, multilingual team. 
• Strong presentation skills and ability to establish credibility and relationships with C-level executives. 
• Excellent written and verbal communication skills. 
• BA or BS required. 
  
  

Centrical is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.

To apply please send your CV to jobs@centrical.com