What are the responsibilities and job description for the Manager of Customer Success position at SalesAI?
About SalesAi
At SalesAi.com, we are revolutionizing the world of sales and customer service with cutting-edge AI-driven technology. Our platform empowers businesses to seamlessly integrate AI tools into their sales workflows and customer support processes, driving efficiency and smarter operations. As a rapidly growing SaaS company at the forefront of AI innovation, we are committed to maintaining the highest standards of regulatory compliance, data protection, and ethical business practices.
At SalesAi.com, we are building a culture of innovation, collaboration, and continuous improvement. We offer a fast-paced, dynamic work environment where you'll have the opportunity to make a significant impact on our legal, compliance, and operational success.
We value integrity, creativity, and a passion for solving complex challenges. If you're looking for an opportunity to work at the intersection of law, technology, and AI with a team that thrives on collaboration and innovation, we'd love to hear from you.
About The Role
Customer Success Strategy
Develop and execute a comprehensive customer success strategy aligned with company goals and customer needs.
Ensure the Customer Success team drives engagement and advocacy through regular check-ins, business reviews, and feedback loops.
Identify opportunities for upselling and cross-selling within the customer base and maintain a renewal pipeline and forecast for internal review.
Develop programs to increase customer loyalty, satisfaction, and reduce churn.
Manage and look for areas of improvement of a risk mitigation process to proactively identify and address at-risk accounts, ensuring swift resolution to prevent churn.
Collaborate closely with the Product team to ensure customer feedback informs the product roadmap.
Team Leadership
Lead, mentor, and develop a high-performing Customer Success and Onboarding team.
Foster a customer-centric culture that emphasizes proactive problem-solving, collaboration, and continuous improvement.
Set clear performance expectations, provide ongoing coaching, and conduct regular performance evaluations.
Drive team efficiency by establishing best practices, workflows, and KPIs for customer success activities.
Customer Advocacy & Engagement
Act as a customer advocate within the organization, ensuring customer needs are understood and addressed.
Develop strong relationships with key customers, ensuring they achieve measurable success using SalesAi's products.
Proactively identify and address customer issues to ensure satisfaction and retention.
Identify and drive upsell opportunities by understanding customer goals and recommending additional solutions that add value.
Qualifications
Required Skills:
Bachelor's degree in Business, Marketing, or a related field; MBA or equivalent experience preferred.
8 years of experience in customer success, account management, or related roles within the SaaS industry, with at least 3 years in a leadership position.
Proven track record of driving customer success and retention in a SaaS environment.
Strong leadership skills with the ability to inspire and motivate a team.
Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
Data-driven mindset with the ability to leverage analytics to drive decision-making.
Strong project management skills, with the ability to manage multiple priorities in a fast-paced environment.
Passion for customer success and a deep commitment to delivering value to customers.
Preferred Skills
Basic knowledge of Software as a Service (SaaS) business models and how subscription-based services operate.
Basic knowledge of Artificial Intelligence (Ai) technologies, applications, and their benefits in a business context.
Basic knowledge of the traditional sales development function within a company with a focus on lead generation and cold outreach tactics.
Experience with Hubspot or other CRM tools similar to Hubspot
Some More Good Stuff (Benefits)
At SalesAi.com, we are revolutionizing the world of sales and customer service with cutting-edge AI-driven technology. Our platform empowers businesses to seamlessly integrate AI tools into their sales workflows and customer support processes, driving efficiency and smarter operations. As a rapidly growing SaaS company at the forefront of AI innovation, we are committed to maintaining the highest standards of regulatory compliance, data protection, and ethical business practices.
At SalesAi.com, we are building a culture of innovation, collaboration, and continuous improvement. We offer a fast-paced, dynamic work environment where you'll have the opportunity to make a significant impact on our legal, compliance, and operational success.
We value integrity, creativity, and a passion for solving complex challenges. If you're looking for an opportunity to work at the intersection of law, technology, and AI with a team that thrives on collaboration and innovation, we'd love to hear from you.
About The Role
- Describe the role and team the candidate will be joining
Customer Success Strategy
Develop and execute a comprehensive customer success strategy aligned with company goals and customer needs.
Ensure the Customer Success team drives engagement and advocacy through regular check-ins, business reviews, and feedback loops.
Identify opportunities for upselling and cross-selling within the customer base and maintain a renewal pipeline and forecast for internal review.
Develop programs to increase customer loyalty, satisfaction, and reduce churn.
Manage and look for areas of improvement of a risk mitigation process to proactively identify and address at-risk accounts, ensuring swift resolution to prevent churn.
Collaborate closely with the Product team to ensure customer feedback informs the product roadmap.
Team Leadership
Lead, mentor, and develop a high-performing Customer Success and Onboarding team.
Foster a customer-centric culture that emphasizes proactive problem-solving, collaboration, and continuous improvement.
Set clear performance expectations, provide ongoing coaching, and conduct regular performance evaluations.
Drive team efficiency by establishing best practices, workflows, and KPIs for customer success activities.
Customer Advocacy & Engagement
Act as a customer advocate within the organization, ensuring customer needs are understood and addressed.
Develop strong relationships with key customers, ensuring they achieve measurable success using SalesAi's products.
Proactively identify and address customer issues to ensure satisfaction and retention.
Identify and drive upsell opportunities by understanding customer goals and recommending additional solutions that add value.
Qualifications
Required Skills:
Bachelor's degree in Business, Marketing, or a related field; MBA or equivalent experience preferred.
8 years of experience in customer success, account management, or related roles within the SaaS industry, with at least 3 years in a leadership position.
Proven track record of driving customer success and retention in a SaaS environment.
Strong leadership skills with the ability to inspire and motivate a team.
Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
Data-driven mindset with the ability to leverage analytics to drive decision-making.
Strong project management skills, with the ability to manage multiple priorities in a fast-paced environment.
Passion for customer success and a deep commitment to delivering value to customers.
Preferred Skills
Basic knowledge of Software as a Service (SaaS) business models and how subscription-based services operate.
Basic knowledge of Artificial Intelligence (Ai) technologies, applications, and their benefits in a business context.
Basic knowledge of the traditional sales development function within a company with a focus on lead generation and cold outreach tactics.
Experience with Hubspot or other CRM tools similar to Hubspot
Some More Good Stuff (Benefits)
- Flexible (unlimited) PTO.
- Hybrid work environment.
- 10 yearly paid Holidays.
- Affordable Medical, Dental, and Vision insurance after 30 days.
- Employer-paid life insurance after 30 days.
- 401k with a 4% match
- Regular company-sponsored events.
- Growth and promotional opportunities.
- Voted a top culture company in Indianapolis across multiple categories.
