Senior Customer Success Manager

Yellow.ai; United States; Hybrid; USD 100,000 - 140,000; Full time

Job summary

A prominent leader in Conversational AI is seeking a Customer Success Manager who will engage clients post-delivery and drive customer retention and expansion. Enjoy a virtual-first workplace with hybrid flexibility, benefits including personalized medical insurance and stock options, and an opportunity to shape the future of AI technology.

Benefits

Personalized medical insurance for you and your family

Virtual-first, hybrid workplace

Stock options for wealth creation

Qualifications

• 6-12 years of experience in high-touch Customer Success roles at B2B SaaS or Tech Product companies.
• Experience managing large enterprise customers in the Americas or Europe.
• Passion for customer success and continuous improvement.

Responsibilities

• Own the customer lifecycle post-delivery throughout their subscription period.
• Collaborate with Account Managers to identify upselling and cross-selling opportunities.
• Coach, mentor, and consult with the Customer Success team.

Skills

Strong written and verbal communication

Customer retention

Relationship building

Consultative approach

Job description

Direct message the job poster from Yellow.ai

Passionate Talent Lead | GTM Global Hiring | Ex - Whatfix

About Us

Headquartered in San Mateo, Yellow.ai is a global leader in Conversational AI, delivering autonomous, human-like experiences that accelerate enterprise growth. Trusted by 1100+ enterprises like Sony, Domino's, Hyundai, and Sephora, our Dynamic Automation Platform (DAP) is powered by DynamicNLP and handles 2 billion conversations every quarter across 35+ channels in 135+ languages.

Recognized as a Challenger in the 2023 Gartner Magic Quadrant for Enterprise Conversational AI Platforms, Yellow.ai has raised over $102M from blue-chip investors, with a presence in six countries.

Our Values

Execute with Clarity & Focus

Create Customer Success

Move the Needle Every Day

Demonstrate Grit

Do More with Less

One Yellow.ai Team

What You’ll Do

Drive Engagement:

• Own the customer lifecycle post-delivery throughout their subscription period
• Identify product usage gaps and provide actionable solutions
• Build value-based relationships and create champions
• Conduct EBRs and QBRs to communicate value, showcase ROI, and align with customer goals
• Establish and execute success milestones with a consultative approach

Drive Expansion:

• Aid renewals and ensure customer retention
• Collaborate with Account Managers to identify upselling and cross-selling opportunities
• Proactively propose new business use cases for Yellow.ai bots

Achieve Advocacy:

• Collaborate internally with the product team on customer feedback and refine the product roadmap
• Support marketing and operations teams in executing surveys, case studies, and customer meetups
• Foster customer advocacy through reviews, testimonials, and centers of excellence

Build Team:

• Coach, mentor, and consult with the Customer Success team
• Lead large teams and optimize processes for customer delight and operational efficiency

️ 6-12 years of experience in high-touch Customer Success, Strategic Consulting, or Pre-Sales roles at B2B SaaS or Tech Product companies

️ Strong written and verbal communication skills to work with global customers

️ Experience managing large enterprise customers in the Americas or Europe

️ Ability to manage customers across different segments

️ Passion for customer success and continuous improvement

Why Work with Us?

5x growth journey – shape the future of Conversational AI

Virtual-first, hybrid workplace – work from anywhere, anytime

Personalized medical insurance for you and your family

On-call doctor and counselor support for wellness

Work-from-home allowances, WiFi, and phone reimbursements

Stock options for wealth creation

Certified ‘Great Place to Work’ for two years in a row

Collaborate with the best minds in the industry

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Sales and Business Development

• Industries

  Internet Marketplace Platforms and Telecommunications

Referrals increase your chances of interviewing at Yellow.ai by 2x

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