Senior Customer Success Manager

November 8

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Relyance AI

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Description

• As Relyance AI’s Senior Customer Success Manager, you will be responsible for managing the adoption, expansion, retention, and overall post-implementation experience for your portfolio of customers. • You’ll need to establish trust and build relationships with different customer stakeholders (including managers, directors, VPs, and CISOs) and develop joint success plans with them to ensure there is a clear plan in place to achieve the challenges customers are looking to solve using Relyance. • Conducting check-in meetings for tactical items and performing business reviews with C-level executives / decision-makers to align on their objectives and business outcomes. • Understand customer workflows and proactively identify customers who aren’t maximizing their opportunity with our product/service and reach out to create an action plan to help them achieve success. • Be the voice of the customer by consistently capturing customer feedback, customer highlights, and lowlights and channel that internally with various stakeholders (product, exec team, etc.). • Becoming a Relyance AI product expert. Identify process gaps, templatize, and implement playbooks to scale and optimize the Relyance AI customer success function. • Collaborate with the Sales team to manage deals, renewals, and expansions. • Actively participate in shaping the future of the Customer Success organization at Relyance AI.

Requirements

• 5+ years of experience managing and driving adoption with enterprise accounts, preferably with SaaS companies/products. • Curiosity. This role will challenge your technical and domain-specific skills, and having a healthy dose of curiosity about the modern technology stack, and the current privacy landscape will set you up for success. • A growth mindset and are willing to think from first principles. • Ability to break down big problems / ambiguous goals into smaller actionable steps. A bias for creating clarity (for internal stakeholders and customers) and strong project management skills will be a key part of this role. • Empathy for customer workflows and the ability to dig deep. Making customers successful makes you successful. • Past technical experience in some capacity and find modern technology stacks fascinating. • Bonus points for: • privacy experience (GDPR, CCPA, GRC, etc.) in some capacity. • Experience with code in your past experience/school or a side project or technical SaaS implementation experience. While coding will not be a part of this role, the willingness and curiosity to lean into different technology stacks and work with technical stakeholders will set you up for success.