Strategic 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

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.