What are the responsibilities and job description for the Customer Success Manager position at Recast, LLC?
Recast is hiring a Customer Success Manager (CSM) to join our dynamic, customer-facing team. As the first point of contact for our clients, this team plays a critical role in onboarding, training, and continuously supporting customers to ensure their success. In this role, you'll collaborate closely with our Data Science team and work within a cross-functional pod structure alongside Customer Data Scientists to prioritize and manage customer needs effectively.
In your first 6 months, you will :
- Lead the customer onboarding process -coordinating and facilitating training sessions, ongoing check-ins, and Quarterly Business Reviews (QBRs). You'll manage meeting logistics, create agendas, prepare presentations, and follow up on action items, addressing customer queries along the way.
- Serve as the voice of the customer -gathering feedback, troubleshooting critical issues, de-escalating concerns, and ensuring the overall success and satisfaction of Recast users.
- Create and maintain customer-facing documentation -developing FAQs, guides, and resources to help customers overcome common challenges and get the most out of our platform.
- Leverage our Customer Success platform -tracking customer health, creating playbooks, and optimizing the customer journey to drive long-term satisfaction and retention.
- Contribute to internal initiatives -collaborating on strategic projects to improve the overall Recast customer experience (e.g., building customer enablement programs).
- Develop and execute account plans -identifying and mitigating risks while driving growth and engagement across your customer portfolio for the next 3 quarters.
You'll be a great fit if you have :
Bonus points for :
Recast is a startup, so we value team members who can jump in and contribute to multiple areas. If you have any experience or interest in the following, we'd love to hear about it :
What excites you (and might scare others) :
What we offer :
Diversity at Recast : We're committed to building a diverse team, so if you come from an underrepresented background in tech (e.g., women, non-white communities), we strongly encourage you to apply, even if you don't meet every single requirement.