Customer Success Manager

Avoma; San Jose (CA); On-site; USD 90,000 - 130,000; Full time

Job summary

Avoma is seeking a Customer Success Manager to lead customer success initiatives and focus on customer outcomes. You will engage with customers, analyzing data to develop onboarding and retention strategies that directly influence the product roadmap.

Your responsibilities include driving business outcomes, onboarding, and serving as the primary contact for enterprise accounts. The ideal candidate will have over 5 years of experience in a client-facing role within a SaaS environment.

Qualifications

• 5+ years of experience in Customer Success, Account Management, or Business Development.
• Ability to create structure in ambiguous situations.
• Experience with SaaS tools and analytics.

Responsibilities

• Understand customer outcomes by analyzing health metrics and gathering feedback.
• Drive business outcomes as a consultative advisor.
• Engage with customers to drive renewal and expansion opportunities.

Skills

Customer Success

Account Management

Business Development

SaaS tools

Cross-functional teamwork

Education

BS or BA; MBA/Master preferred

Tools

CRM (e.g. HubSpot)

Analytics tools (e.g. Mixpanel)

Job description

Summary

As a Customer Success Manager, you will lead customer success initiatives, keep the company focused on customer outcomes and play a central role in directing the future of the product. You will understand customer outcomes through ongoing collection and analysis of data and feedback and turn this into onboarding and retention strategies as well as feed into the product roadmap. You will be involved in all aspects of account management, demonstrating the product, educating customers and more. We are still a small team and looking for people that not only love building customer relationships but that can also roll up their sleeves and help to build out our process and playbooks. You will have many opportunities to add impact to the business and will join a collaborative team who is ready to change the way the world runs meetings.

What You Will Be Doing In The Role (Responsibilities)

• Understand customer outcomes by communicating with customers, analyzing customer health metrics, running NPS and gathering feedback.
• Drive business outcomes by working as a consultative advisor to our customers.
• Represent the voice of the customer to provide input into every core product, marketing and sales process.
• Engage with customers to drive renewal and expansion opportunities.
• Serve as the primary contact for the onboarding of new customers, training platform end users, and post go-live adoption and value creation.
• Collaborate with engineering and development teams to set up or configure our software platform per customer requirements and troubleshoot technical issues.
• Gauge customers’ levels of engagement with the company and provide feedback for product and service improvements.
• Run QBRs to provide insights and best practices to customers to ensure they get the most value out of the platform.
• Act as the main point of contact between the company and multiple named enterprise accounts.

Requirements

• BS or BA (MBA/Master would be a bonus).
• 5+ years of experience in Customer Success, Account Management, Business Development, or another client-facing role in a SaaS or software company.
• Ability to create structure in ambiguous situations and design effective processes.
• A curious mindset with the ability to dive into deep discovery conversations.
• Impressive executive presence and communication abilities.
• Experience using SaaS tools like CRM (e.g. HubSpot) and Analytics tools (e.g. Mixpanel).
• Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Services).
• Passion for technology and for being part of a fast-growing SaaS company.
• Positive attitude and proactive work ethic.
• Bias for action with a sense of urgency and persistence.
• A self-motivator, creative, results-driven, and solution-oriented.
• Organized and strong time management skills.

What Sets You Apart (Preferred Qualifications)

• Strong references from previous customers and employers.
• Highly consultative and curious.
• Knowledge of Artificial Intelligence technologies and tools.

About Avoma

Avoma is an intelligent meeting assistant for teams looking to automate some of the common tasks required for customer-focused meetings. We leverage NLP and machine learning to summarize meeting notes and extract key topics and action items discussed. All of this data automatically syncs back into their CRM. This helps to save end users time and focus on what matters most, their customer interactions. We are a venture-funded early-stage startup, have 1000+ paid customers, and are growing consistently month over month.