What are the responsibilities and job description for the Customer Success Manager position at Invoca?
Job Description
Job Description
About Invoca :
Invoca is the industry leader in AI and machine learning-powered Conversation Intelligence technology, helping businesses optimize revenue through real-time insights from customer interactions. Recognized as a Leader in The Forrester Wave™ : Real-Time Revenue Execution Platforms, Q2 2024, we are at the forefront of AI-driven innovation.
With over 300 employees, 2,000 customers, and nearing $100M in revenue, we are building a world-class SaaS company backed by Accel, Upfront Ventures, Salesforce Ventures, Morgan Stanley, and H.I.G. Growth Partners.
About the Role :
We are looking for an experienced Customer Success Manager to advise and support a portfolio of customers within the Financial Services and Home Services segment, managing $3-5M in revenue. Reporting to a Director of Customer Success, you will leverage both human and digital touchpoints to guide customers throughout their lifecycle—driving adoption, expansion, and retention.
This is a highly strategic and relationship-driven role where you will act as a trusted advisor, helping customers maximize their investment in Invoca's AI-powered platform. You will employ customer data, health indicators, and automation to deliver personalized, proactive engagement that drives business impact. Additionally, you will collaborate with cross-functional teams to ensure customers receive the right resources at the right time.
Our goal is to empower customers with actionable insights, making their business more successful because of Invoca.
You'll Will :
- Own and manage a portfolio of customers , understanding their business goals, challenges, and opportunities to drive engagement and success.
- Develop and execute strategic account plans to maximize adoption, retention, and expansion.
- Employ data-driven insights and automation tools (e.g., Gainsight, Salesforce) to deliver the right message at the right time.
- Act as a strategic consultant , providing best practices and solutions tailored to each customer's needs.
- Lead customer training, business reviews, and enablement sessions through email, calls, and scheduled meetings.
- Proactively identify risks and opportunities , leveraging internal teams (Sales, Product, Marketing, and Support) as needed.
- Advocate for customers internally , providing feedback to influence product development and innovation.
- Foster long-term relationships , ensuring high satisfaction, advocacy, and loyalty.
You Have :
Bonus Experience :
Salary, Benefits & Perks :
At Invoca, all new hires in the U.S. receive benefits starting on day one of employment. Our benefits offerings include :
Please note that benefits for teammates outside the U.S. may vary in accordance with their country's laws and regulations.
For employees outside the U.S. , benefits may vary to ensure compliance with local laws and regulations. If you have any questions about Invoca's benefits offerings in your region, please reach out to our People Team.
DEI Statement
We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal-opportunity workplace.
LI-Remote
Salary : $77,500 - $105,000
