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Customer Success Manager

TechSee

TechSee

Administration
Multiple locations
Posted on Wednesday, April 17, 2024
Operation/ Delivery · Multiple locations · Hybrid Remote

Customer Success Manager

About Us:

TechSee is a rapidly growing SaaS startup specializing in Multi-Sensory AI solutions for customer service and experience. We’re proud to be backed by leading VCs at Salesforce and Telus, and we’re looking for someone who shares our passion for innovation and collaboration to join our team.

We've redefined service for Fortune 500 companies through an innovative platform that combines visual AI, LLMs, and AR to deliver tailored AI Assistants. This leads to interactive experiences that help companies provide best-in-class support to their employees and customers at a fraction of the cost.

Join us in shaping the future of AI-driven technology!

While this position offers a remote work arrangement, we are currently considering candidates located in New York, New Jersey, or Massachusetts.

The Opportunity:

We are looking for a talented Customer Success Manager to join our North America team.

The Customer Success Manager will oversee, manage and address our customers’ technical needs as part of our Customer Success team. They are the linchpin in ensuring our clients successfully implement, adopt, and expand their use of our solutions.

Working together with the commercial teams, the CSMs support our customers throughout the post-sale implementation, adoption boosting, and expansion phase throughout their TechSee partnership. By fulfilling these roles and responsibilities, the CSM manager plays a vital role in supporting customers and driving successful outcomes with TechSee's products.

Responsibilities:
  • General Customer Success:
    • Manage all aspects of the customer relationship for assigned accounts (contracts, SLAs, education, advocacy).

    • Share industry knowledge, best practices, and insights with assigned accounts

    • Drive high customer adoption and satisfaction, ensuring they achieve their business goals with TechSee.

    • Collaborate with internal teams to resolve technical challenges and ensure customer retention.

    • Analyze customer usage data and suggest product improvements.

    • Expand ARR with assigned customers

  • Implementation & Training:
    • Partner with Sales and Product teams to ensure smooth implementation of TechSee solutions.

    • Lead the deployment of SaaS solutions and train customers on effective product usage.

  • Technical Expertise:
    • Provide technical guidance to customers and address product-related inquiries.

    • Analyze product updates and suggest improvements based on customer feedback.

    • Propose integration design options

  • Communication & Collaboration:
    • Develop strong relationships with customers at all levels.

    • Establish clear communication plans with both internal and external stakeholders.

    • Collaborate with Product leadership to optimize TechSee offerings based on customer needs.

Qualifications:
  • Bachelor's degree in Computer Science, Engineering, Business, or a related field; or equivalent work experience required. A strong technical foundation is essential for success in this role.

  • Minimum of 4 years of related experience in an enterprise SaaS company.

  • Ability to personally interact with technical resources, with expected technical knowledge in Security (high level), LDAP/Authentication, APIs & integrations, and Databases.

  • Organized and able to keep track of tasks and status of a large portfolio of customers

  • Experience in managing one's own time and balancing multiple customers simultaneously, while being flexible, agile, and resilient in a dynamic, fast-paced environment.

  • Ability to work with sales executives and provide subject matter expertise in assisting with opportunities.

Why work with us?

At TechSee, we provide a compelling compensation package, featuring a competitive base salary and benefits package. Our benefits package features competitive healthcare coverage options, retirement plans, flexible work arrangements, professional development opportunities, and generous paid time off and holidays.

We take great pride in cultivating an engaging and dynamic work environment where a healthy work-life balance isn't just a policy, it's our passion. Our commitment to nurturing career development, acknowledging the achievements of our team members, and building a culture of innovation is at the core of our identity.

TechSee is an equal opportunity employer, and we welcome candidates from all backgrounds to apply.

To apply, please submit your resume and a cover letter detailing your relevant experience and how it aligns with our requirements.

Department
Operation/ Delivery
Locations
New York, NY, USA, Massachusetts, USA, Boston, NJ
Remote status
Hybrid Remote
Operation/ Delivery · Multiple locations · Hybrid Remote

Customer Success Manager

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