What are the responsibilities and job description for the Customer Success Manager position at Thomas Talent Network?
We are looking for a resilient, compassionate, and creative Customer Success Manager who will work closely with our customers to make them successful with us. You’ll play a critical role in defining many of our GTM decisions including playing a large part in the overall onboarding process, helping diagnose and resolve technical issues, pilot to annual contract conversion, customer adoption and satisfaction, and translating customer feedback and bugs to the product and engineering teams.
We are looking for a doer who loves working closely with customers to understand their requirements and goals, helping troubleshoot when things go wrong, and ensuring that they are successful and see positive ROI from our product. This role will offer high levels of ownership & autonomy, ability to work cross functionally with an extremely high-performing team, leadership skill development, and the opportunity to work within the generative AI software space.
Qualifications
We are looking for a doer who loves working closely with customers to understand their requirements and goals, helping troubleshoot when things go wrong, and ensuring that they are successful and see positive ROI from our product. This role will offer high levels of ownership & autonomy, ability to work cross functionally with an extremely high-performing team, leadership skill development, and the opportunity to work within the generative AI software space.
Qualifications
- 2 - 6 years of experience Enterprise CSM/AM experience or marketing experience. Bonus points for people with experience in Marketing/Sales tech
- Proactive, self-starter with grit that can do what it takes to make the customer successful
- Proven track record of driving customer adoption and success within enterprise SaaS, ideally in the GTM (marketing, sales) space
- Deep level of customer empathy and patience
- Data-driven mindset with attention to detail and documentation
- Strong understanding of Customer Success best practices, methodologies, and tools
- Comfortable with technical concepts (manipulating HTML, reporting bugs, integrations with tools) and working with product/engineering teams
- Previous startup experience helpful
- Role responsibilities
- Own and run all customer onboarding processes
- Build relationships with current customers and promote usage and product adoption
- Diagnose and troubleshoot technical issues and bugs that arise
- Perform bi-weekly check-ins with all customers to solicit feedback, answer questions, and support product usage
- Work closely with the product and engineering team to resolve customer issues and bugs that are surfaced by customers
- Help define and manage our pilot to annual contract conversion process
- Aggregate customer feature requests and product feedback and translate into prioritized product requirements
- Partner with Sales to narrow and refine ICP and help inform the overall sales process
- Drive customer expansion, upsell, and retention
Salary : $90,000 - $140,000
