Customer Success Manager (Strategic)

We have also transitioned to a remote friendly company, with Krew members located throughout the U.S. and U.K.Full-TimeManager

Salary120,000 - 165,000 USD per year

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Job Details

Experience: 7+ years of Customer Success or Account Management
Required Skills: Project ManagementArtificial IntelligenceData AnalysisRESTful APIsNegotiationAccount ManagementCRMCustomer SuccessSaaS

Bachelor's degree or equivalent professional experience
7+ years of Customer Success or Account Management with a technical SaaS product
Solid industry and/or technical domain knowledge in two or more of the following: SaaS, CRM, CX/Support Software, or APIs
Experience owning a book of business, including negotiating customer renewals and driving expansion revenue
Effective communication and interpersonal skills, with the ability to inspire both clients and teammates
Highly organized, with strong project management instincts – formal PM experience is a plus
A natural ability to build rapport quickly with individuals and teams, and to spot opportunities to make processes easier
Experience advocating for customer needs internally and driving cross-functional teams to solutions
Creative problem-solving skills and the ability to thrive in ambiguous situations
Comfort using data to identify patterns and inform recommendations for product or process improvements
Deep empathy for the people you work with; you identify with their challenges, and your drive to help them succeed is evident in every interaction

Managing the end-to-end customer relationship post-sale from collaborating with the Implementation team on onboarding, to aligning with our executive team, conducting business reviews, driving product expansions, and owning renewal negotiations
Driving product adoption so customers see real, tangible value, including call shadowing with end users to understand how they work, identifying opportunities where AI and automation can reduce effort and improve outcomes, and educating customers on best practices
Understanding each customer's KPIs and business goals, and partnering with them to achieve those outcomes using Kustomer's products and AI capabilities
Influencing the future of the Kustomer platform by funneling customer feedback to the Product organization while proactively helping customers understand how we’re working towards solutions that exceed their expectations
Acting as the internal voice of the customer, quarterbacking any required communication with other team members, championing your own customers’ needs, and managing escalations with urgency and care
Partnering with Technical Account Managers to help customers implement new products and features, including AI-powered capabilities that drive efficiency and personalization
Expanding our list of referenceable customers and building the kind of relationships that lead to genuine advocacy
Traveling approximately 25% of the time to build deep, high-impact customer relationships in person

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