Customer Success Manager - AI Saas

Chronos Systems Inc.; New York (NY); On-site; USD 90,000 - 130,000; Full time

Job summary

Chronos Systems Inc. is seeking an experienced Customer Success Manager to oversee the full lifecycle for enterprise SaaS customers, from onboarding through renewal. You will act as a trusted advisor, drive health scores, and collaborate with executives to maximize value.

The role focuses on managing renewals, expanding within existing accounts, and delivering best practices. You will work with cross-functional teams to ensure customer objectives are met and growth is achieved.

Qualifications

• About 3 years in customer success management or technical account management for enterprise software in a SaaS ecosystem.
• Excellent verbal and written skills with direct client-facing experience, including with C-level executives.
• Customer service and technical support abilities with strong analytical and problem-solving skills and high professionalism.
• Business orientation and analytical thinking; ability to work in a dynamic, cross-functional team.
• Ability to communicate with procurement and executives and manage processes.
• Knowledge or experience in Marketing, Sales or Product is a significant advantage.

Responsibilities

• Onboard new customers by facilitating a robust training program and helping set up the platform to meet business objectives.
• Manage the customer success process, including success calls and product assistance.
• Deliver industry expertise and share best practices and trends with customers.
• Be the trusted advisor to the customer, building relationships with stakeholders at various levels.
• Act as the voice of customers within the company.
• Ensure a seamless renewal process for all customers, including health score creation based on behavior data.
• Lead upsell and cross-sell opportunities.

Skills

Customer success

Enterprise SaaS

C-level communication

Cross-functional teamwork

Analytical thinking

Problem solving

Procurement familiarity

Job description

Our client is a next-generation B2B AI platform driving breakthrough revenue opportunities across marketing, sales and product teams in the Revenue Science space. They enable revenue teams to see beyond predictions and use data to identify prescriptive actions that drive profitable growth.

They are looking for an experienced Customer Success Manager (CSM).

The Customer Success Manager is responsible for managing all aspects of the customer lifecycle from running the POC, through onboarding, day-to-day customer management to cross-sell and upsell.

The successful CSM will work as an individual contributor with customers to foster a strong customer relationship, continuously monitor customer health and position himself/herself as a subject matter expert and trusted advisor.

In addition, the CSM will be measured on KPIs such as customer renewals, cross-sells and upsells.

Requirements

• About 3 years as customer success manager or technical account manager for enterprise software in a SaaS ecosystem
• Excellent verbal and written skills with strong communication, presentation, and interpersonal skills with proven experience in a direct client-facing role and specifically with C-level executives
• Customer service and technical support abilities, strong analytical and problem-solving skills, a high level of professionalism, the ability to multi-task, strong attention to detail, and self-motivation
• Business orientation and analytical thinking.
• The ability to work in a dynamic, cross-functional, team-based environment.
• Ability to communicate and manage processes with C-level executives and procurement
• Knowledge & experience in Marketing, Sales or Product– significant advantage

Key responsibilities

• Onboard new customers by facilitating a robust training program and helping the customer set up the platform to ensure that all the customer’s business objectives are met.
• Manage the customer success process, including success calls, help with the product, etc.
• Deliver industry expertise and communicate to customers about best practices and trends
• Be the trusted advisor of the Customer, building strong and lasting relationships with stakeholders on the customer side at various levels
• Act as the voice of customers within the company
• Ensure a seamless renewal process for all customers, including but not limited to:
  • Create & maintain health score for customers, based on data related to behavior
  • Demonstrate exceptional skills in communicating with executives and senior managers.
  • Rapidly identify the significance of information and insightfully determine strategic action
  • Develop outstanding strategic ongoing customer relationships gaining trust and respect for the company
• Actively lead upsell and cross sell opportunities