Customer Success Manager

Walkthrough.ai; New York (NY); On-site; USD 70,000 - 110,000; Full time

Job summary

Walkthrough.ai in New York is seeking a Customer Success Manager to be the primary contact for customers, guiding onboarding, adoption, and value realization from our product. You will collaborate with sales, product, and support teams to ensure a seamless, high-impact experience.

The role emphasizes proactive problem solving, data-driven insights, and building long-term relationships to reduce churn and grow account value across a diverse customer base.

Qualifications

• Experience in Customer Success, Account Management, or a similar role with 2-5 years of experience.
• Industry knowledge, particularly in SaaS or B2B, is a plus.
• A customer-centric mindset with a passion for delivering value.
• Strong written and verbal communication skills.

Responsibilities

• Customer Onboarding & Adoption: Guide new customers through the onboarding process to ensure a smooth product adoption and conduct training sessions and webinars to help customers maximize value.
• Account Management & Retention: Develop strong relationships with customers to understand their goals and challenges, monitor customer health scores, and proactively address risks to prevent churn.
• Support & Issue Resolution: Act as the voice of the customer, working closely with support and product teams to resolve issues, and advocate for customer needs by providing feedback to internal teams.
• Renewals & Expansion: Identify upsell and cross-sell opportunities to increase customer lifetime value and lead contract renewal discussions to ensure retention.
• Data-Driven Customer Insights: Track key success metrics like NPS, CSAT, retention rates, and product usage, and provide regular reports and recommendations for improving customer experience.
• Leadership: Demonstrate leadership skills by mentoring and guiding junior team members, providing guidance and support to ensure they are equipped to handle customer challenges.
• Collaboration: Work collaboratively with cross-functional teams, including sales, product, and support, to ensure customer success and drive long-term relationships.
• Strategic Thinking: Develop and implement strategic plans to drive customer success, including identifying opportunities to upsell and cross-sell products and services.

Job description

About Job

At Walkthrough, we’re a [brief company description – industry, mission, and what makes it unique] company dedicated to helping our customers achieve their desired outcomes using our product. As a Customer Success Manager, you will be the primary point of contact for our customers, ensuring they achieve their desired outcomes using our product. You will proactively address customer needs, provide support, and work cross-functionally with sales, product, and support teams to enhance the customer experience.

This role is perfect for someone who is passionate about delivering value and solving customer problems. As a Customer Success Manager, you will be empowered to make a significant impact on our customers’ success and drive long-term relationships.

Skills & Qualification

• Experience in Customer Success, Account Management, or a similar role with 2-5 years of experience.




• Industry knowledge, particularly in [industry, e.g., SaaS, B2B, e-commerce], is a plus.




• A customer-centric mindset with a passion for delivering value and solving customer problems.




• Strong verbal and written communication skills to engage with customers effectively.




• Tech-savviness, particularly with CRM tools (e.g., Salesforce, HubSpot, Gainsight) and customer analytics.




• Ability to identify challenges and develop solutions proactively.




• Able to work collaboratively across teams to achieve customer success.




• Strong analytical and problem-solving skills with the ability to make data-driven decisions.

Responsibilities

• Customer Onboarding & Adoption: Guide new customers through the onboarding process to ensure a smooth product adoption and conduct training sessions and webinars to help customers maximize value.




• Account Management & Retention: Develop strong relationships with customers to understand their goals and challenges, monitor customer health scores, and proactively address risks to prevent churn.




• Support & Issue Resolution: Act as the voice of the customer, working closely with support and product teams to resolve issues, and advocate for customer needs by providing feedback to internal teams.




• Renewals & Expansion: Identify upsell and cross-sell opportunities to increase customer lifetime value and lead contract renewal discussions to ensure retention.




• Data-Driven Customer Insights: Track key success metrics like NPS, CSAT, retention rates, and product usage, and provide regular reports and recommendations for improving customer experience.




• Leadership: Demonstrate leadership skills by mentoring and guiding junior team members, providing guidance and support to ensure they are equipped to handle customer challenges.




• Collaboration: Work collaboratively with cross-functional teams, including sales, product, and support, to ensure customer success and drive long-term relationships.




• Strategic Thinking: Develop and implement strategic plans to drive customer success, including identifying opportunities to upsell and cross-sell products and services.