What are the responsibilities and job description for the Senior Customer Success Manager position at Vee - AI For Good?
About Us:
Vee is a social impact SaaS startup committed to driving positive change. Our mission is to empower nonprofits with cutting-edge technology to enhance their impact and effectiveness in the community. Join us at Vee and let's make a positive impact together!
We are seeking a Senior Customer Success Manager (CSM) who will play a critical role in driving success for our clients. As a CSM at Vee, you will serve as the primary point of contact for customers, ensuring they maximize the value from our solutions, and building long-term, trusted relationships. You will work cross-functionally with teams such as Sales, Product, and Support to deliver exceptional customer experiences and to ensure smooth onboarding, adoption, and ongoing customer satisfaction.
Key Responsibilities:
- Serve as the main point of contact for customers, guiding them through the entire lifecycle—from onboarding to renewal.
- Regularly check in with customers to assess satisfaction, address concerns, and identify opportunities for improvement or expansion.
- Lead new customers through the onboarding process, ensuring they quickly and effectively adopt Vee's products.
- Develop a deep understanding of Vee's products, becoming a subject matter expert to provide customers with tailored advice and best practices.
- Advocate for customer needs internally, ensuring that their feedback is relayed to product and development teams for continuous improvement.
- Monitor customer usage and engagement data to proactively address potential challenges or risks.
- Collaborate with customers to create success plans, ensuring they achieve their desired outcomes.
- Own customer renewals by providing a high-touch experience that drives customer loyalty.
- Identify expansion opportunities within accounts, positioning additional services or product features to meet customer needs.
- Work closely with Sales, Product, and Support teams to resolve customer issues and share insights for product enhancements.
- Participate in team meetings, providing feedback and suggestions to improve the customer success function.
Requirements:
- 3 years of experience as a Customer Success Manager, Account Manager, or a similar customer-facing role.
- Strong interpersonal and communication skills, with the ability to build rapport and trust with customers at all levels.
- Analytical mindset with the ability to leverage data to drive customer success strategies.
- Critical thinking skills with the ability to troubleshoot and solve problems.
- Ability to manage multiple customer relationships and tasks efficiently in a fast-paced environment.
- Strong organizational skills with meticulous attention to detail
- Experience using HubSpot
Preferred Qualifications:
- Previous experience working with nonprofit organizations
- Familiarity with marketing strategies
- Previous experience meeting upsell and renewal quotas