Customer Success Manager

Posted 23 days agoViewed

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💎 Seniority level: Manager, 2-3 years

📍 Location: United States, Canada

💸 Salary: 70000.0 - 110000.0 USD per year

🔍 Industry: Retail AI

🏢 Company: Lily AI

🗣️ Languages: English

⏳ Experience: 2-3 years

🪄 Skills: LeadershipProject ManagementData AnalysisProduct ManagementStrategyCommunication SkillsRESTful APIsAccount ManagementClient relationship managementCross-functional collaborationSales experienceCustomer supportCustomer SuccessSaaSPowerPoint

Requirements:

Experience in working with complex, multi-divisional, multi-geographical customers
Possesses the ability to interface with C-level executives to drive program strategy and ROI
Ability to create structure in ambiguous situations and design effective processes
Experience working as part of, and delegating to, a cross functional team (including sales, product, engineering, and marketing)
2-3 years of hands-on experience with Customer Success Management in SaaS environment (managing Enterprise and Strategic accounts)

Responsibilities:

Serve as the main point of contact for assigned customers, building and nurturing long-term relationships with key stakeholders
Act as a trusted advisor by understanding customer objectives and priorities and aligning them with Lily AI solutions
Proactively identify customer challenges or concerns and collaborate across the Lily AI team to identify solutions
Ensure that customers are realizing and recognizing meaningful, ongoing value from Lily’s solutions through qualitative and quantitative methods.
Create customer deliverables (presentations, business process enhancements, strategy recommendations and updates) suitable for a diverse set of constituents from senior executives to end users
Represent Lily as a domain and product expert in customer interactions, industry and corporate events, and online in both customer-facing and internal communities
Serve as an important source for information regarding the customer’s business needs and provide customer feedback to internal stakeholders within Product Management, Sales, and Marketing
Partner internally with Customer Success leaders to identify areas of potential cross-sell and upsell opportunities and ensure non-event renewals
Assist with customer support related activities such as ticketing and knowledge base article creation and maintenance via our support systems and tools

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