Customer Success Manager

Augment CXM; San Francisco (CA); On-site; USD 80,000 - 120,000; Full time

Benefits offered by this job

Comprehensive health benefits

HSA savings options

401k program

Unlimited vacation policy

Weekly team lunches

Job summary

Augment CXM in San Francisco is seeking a Customer Success Manager to drive customer satisfaction and product adoption. You will collaborate with internal teams to ensure exceptional client experiences while establishing metrics that inform strategic decisions.

The ideal candidate will have over 5 years in customer success roles, preferably with Fortune 500 clients. Enjoy a comprehensive health benefits package and an unlimited vacation policy within a vibrant team culture.

Qualifications

• 5+ years in customer success roles, preferably managing Fortune 500 clients.
• Experience with Contact Centers and Enterprise software.
• Strong communication and collaboration skills.

Responsibilities

• Be the voice of the customer for the team.
• Establish metrics for defining customer relationships.
• Drive customer onboarding, training, and adoption.

Skills

Customer success management

B2B experience

SaaS knowledge

Analytics

Team collaboration

Passion for customer satisfaction

Education

Bachelor’s degree (technical or business focus)

Job description

Augment CXM is defining a new category of software - customer experience management - and powering it with a patented semantic neural network. This technology ensures that our clients deliver a fantastic customer experience every time. Our client base consists of some of the most well-known brands in the world and we’ve proven to generate a 30% gain in agent efficiency, a 44% increase sales conversion rates, and a 40% growth in customer satisfaction.

Job Description

You Will:

• Be the voice of the customer for our team. Work with other internal team members to understand which services and processes result in exceptional product adoption, high customer happiness, and enthusiastic customer advocates.
• Establish metrics for defining the relationship with customers that inform strategy and lead to actionable insights (i.e. customer loyalty, return on investment).
• Help drive customer references and case studies.
• Own customer onboarding, training, and adoption.
• Advise clients on how to apply our tools to meet their business objectives.
• Drive usage of Augment products from the ground up, identifying needs for account customization and further implementation where applicable.
• Ensure that every customer contract is renewed.

Qualifications

Ideal Candidate:

• 5+ years in customer success roles, preferably managing Fortune 500 clients.
• Bachelor’s degree with a technical or business focus preferred.
• Experience in B2B, SaaS, analytics, data, databases, or business intelligence.
• Experience with Contact Centers, Customer Service, Chat software, Enterprise software strongly preferred.
• Passionate about the customer’s success.
• Team player: works well with a team and is a great collaborator. Expresses views while valuing contributions of others.
• Go-Getter: highly driven individual with a focus on execution, strong sense of urgency, willing to go the extra mile, self‑directed and resourceful.
• Entrepreneurial: excited about working in an evolving business and will bring experience and ideas to the team.
• Belief in Augment’s mission and passion for evangelizing it.

Additional Information

Employee Wellness and Wellbeing is a top priority at Augment. Team members are provided a comprehensive health benefits package with medical, dental, and vision plans to meet their specific requirements.

HSA savings options and a 401k program help employees plan for the future. And an unlimited vacation policy keeps everyone fresh.

A nimble, energetic 15-person team with an open and collaborative culture. We like to have fun and gather for weekly lunches [on the company dime]. We also get together occasionally for video game nights, happy hours, movies, bowling, ping pong, and our favorite all-you-can-eat Brazilian restaurant.

Augment Solutions is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.