Customer Success Manager

TechSee Augmented Vision Ltd; Greater London; On-site; GBP 50,000 - 70,000; Full time

Job summary

A SaaS startup specializing in AI solutions is seeking a Customer Success Manager to oversee strategic customer relationships and enhance satisfaction. The role involves managing deployments, providing technical guidance, and analyzing customer data to suggest improvements. Suitable candidates will have 4+ years of experience in enterprise SaaS, strong communication skills, and a proactive approach to problem-solving. This position offers a collaborative and innovative work environment focused on people-first philosophy and continuous learning.

Benefits

Competitive compensation

Healthcare support

Opportunities for internal promotion

Emphasis on inclusivity and recognition

Qualifications

• 4+ years of experience in an enterprise SaaS company.
• Experience with enterprise customer relationships in the digital CX domain.
• Ability to analyze customer usage data and suggest product improvements.

Responsibilities

• Manage customer relationships and drive satisfaction.
• Lead SaaS solution deployments and provide training.
• Analyze data to identify optimization opportunities.

Skills

Customer relationship management

Technical guidance

Data analysis

Multi-tasking

Excellent communication skills

Problem-solving

Adaptability

Education

Bachelor's degree in computer science or social sciences

Job description

About TechSee

TechSee is a rapidly growing SaaS startup specializing in Multi-Sensory AI solutions for customer service and experience. TechSee has disrupted customer and field service industries by being the first to introduce remote visual support to the mass market, holding 8 patents in AI and augmented reality. Our innovative platform combines visual AI, LLMs, and AR to deliver tailored AI Assistants, creating interactive experiences that help companies provide top-tier support at a fraction of the cost. TechSee’s multi-sensory generative AI can see, hear, and guide users with visual instructions delivered through a smartphone or PC.

We serve hundreds of customers, including Vodafone, Orange, Hitachi, and numerous Fortune 500 companies. Our AI, trained on massive datasets of customer interactions, recognizes patterns and identifies the best solutions to resolve issues efficiently. Backed by leading venture capital firms such as Salesforce Ventures, Telus, Scale Ventures, and OurCrowd, TechSee is rapidly expanding globally.

The Opportunity

The Customer Success Manager at TechSee will manage strategic customer relationships, overseeing contracts, SLAs, adoption, and advocacy.

The role involves driving high customer adoption and satisfaction, resolving technical challenges, analyzing customer usage data, and suggesting product improvements.

The CSM will lead SaaS solution deployments, provide technical guidance, and propose integration design options. Building strong relationships with customers at all levels, the CSM will share industry knowledge and best practices to ensure customers achieve their business goals. Partnering with Sales and Product teams for smooth implementation, they will also collaborate with Product leadership to optimize offerings.

Key Responsibilities

Customer Success & Relationship Management

• Manage all aspects of customer relationships, including implementations, adoption, integrations, SLAs, education, and advocacy.
• Serve as the focal point for key accounts, driving deployment plans to ensure positive business outcomes.
• Address customer challenges, resolve technical issues, and provide semi-dedicated technical guidance.
• Act as a trusted advisor, sharing industry knowledge, best practices, and insights to maximize customer value.
• Collaborate with the Account Manager to secure renewals and explore expansion opportunities.

Implementation & Training

• Lead the deployment of TechSee’s SaaS solutions, ensuring seamless onboarding and adoption.
• Conduct training sessions to empower customers with effective product utilization.
• Establish internal and client-facing communication plans to drive progress and update stakeholders.

Technical Expertise & Optimization

• Analyze customer usage data, bug fixes, and product updates to identify optimization opportunities.
• Suggest upgrades, additional features, and best practices to enhance customer experience.
• Provide technical guidance on product adoption, integrations, and troubleshooting.
• Collaborate with Product leadership to enhance TechSee’s offerings based on real-world usage.

Communication & Collaboration

• Build strong relationships with customers at all levels, fostering long-term partnerships.
• Partner with Sales and Product teams to ensure smooth solution implementations.
• Establish a regular meeting cadence with stakeholders to maintain alignment and drive success.

Qualifications

• 4+ years of related experience in an enterprise SaaS company, preferably in the digital CX domain.
• Experience managing enterprise customer relationships, including telco, home security, and consumer electronics. Ensuring high satisfaction and retention.
• Bachelor's degree in computer science, social sciences, or equivalent experience.
• Experience in managing one's own time and balancing multiple customers simultaneously, while being flexible, agile, and resilient in a dynamic, fast-paced environment, Western Europe is preferred.
• Works effectively with sales executives, providing subject matter expertise to support opportunities.
• Ability to interact with technical resources and understand concepts such as Security, LDAP/Authentication, APIs & integrations, and Databases - advantage
• Excellent oral and written communication skills in English, including the ability to draft and present project plans, QBRs/business updates, SOWs, and related documents. Strong communication skills across all levels of the corporate structure.
• Strong team player with an adaptable, analytical mindset and attention to detail.
• Curious, self-motivated, and resourceful, with a proactive approach to problem-solving and continuous improvement.
• Native or fluent English is required. Knowledge of additional languages, particularly Spanish or French, is highly desirable.

Why Work With Us?

Join an industry leader in Visual AI and Digital CX. TechSee offers a dynamic, high-growth environment where innovation meets a people-first philosophy.

• A Place to Grow: Thrive in a setting that prioritizes internal promotion and continuous learning.
• Community Matters: We emphasize recognition, inclusivity, and making a tangible impact on the digital customer experience.
• Inclusive Innovation: Join a diverse global community where unique perspectives drive our creativity.

Comprehensive Support

Comprehensive Support: We provide competitive compensation and healthcare to ensure our team is well-supported. collaborative startup environment, we’d love to hear from you.