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Senior Customer Success Manager
2 months ago
We are seeking a highly skilled and experienced Senior Customer Success Manager to join our team at FutureFit AI. As a key member of our Customer Success department, you will be responsible for driving customer success and retention, while also identifying opportunities for growth and expansion.
Key Responsibilities- Build and Maintain Strong Customer Relationships: Develop and maintain strong relationships with key stakeholders in assigned customer accounts, acting as a primary point of contact and building trust through timely and proactive communication.
- Provide Comprehensive Support: Take ownership of key stages in the customer journey from implementation to ongoing support and success, working cross-functionally to achieve objectives and leveraging support from teammates across Customer Success, Growth, Product, and Engineering.
- Drive Platform Adoption: Provide guidance to customers to help them achieve their objectives while using our platform, whether they are looking to promote job seeker upskilling and employment, create capacity for workforce staff, help employers address talent shortages, or build more collaborative workforce ecosystems.
- Cultivate Product Expertise: Develop a deep understanding of our products and stay updated on new features and enhancements, serving as a subject matter expert and providing guidance to customers on best practices, product utilization, and customization.
- Identify Renewals and Upsell Opportunities: Proactively identify opportunities for customer renewals and upsells, working closely with the sales team to drive customer expansion and revenue growth.
- Represent the Voice of the Customer: Play a vital role in shaping FutureFit AI's product roadmap and domain expertise by thoroughly understanding current and future customer requirements, advocating for customer needs and requirements internally, and ensuring that their feedback is not only heard but also acted upon.
- Relationship Management: Proficiency in building and maintaining strong relationships with customers and stakeholders.
- Rapid and Rigorous Thinking and Problem-Solving: Ability to think critically and solve complex problems in a fast-paced environment.
- Oral Communication: Excellent communication skills, with the ability to lead meetings and present information to stakeholders.
- Project Management: Ability to manage multiple projects and priorities simultaneously, with a focus on delivering results and meeting deadlines.
- Strategic Planning: Ability to develop and implement strategic plans to drive customer success and growth.
- Navigating Difficult Conversations: Ability to navigate complex and sensitive conversations with customers and stakeholders.
- Presentation Development: Ability to develop and deliver effective presentations to customers and stakeholders.
- Data Analysis and Manipulation: Basic understanding of data analysis and manipulation, with the ability to interpret and present data insights to stakeholders.
- Consulting Experience: Experience working in a consulting capacity, with a focus on customer success and growth.
- Utility Player at a Technology and/or Impact Start-up: Experience working in a start-up environment, with a focus on customer success and growth.
- Workforce Development Experience: Experience working in workforce development, with a focus on customer success and growth.
- Customer Success or Sales Experience: Experience working in customer success or sales, with a focus on driving customer growth and revenue.
