Mar 29, 2023
Our company is seeking an Enterprise Customer Success Manager whose commitment to serving our clients comes first. You'll see to it that the customer effectively deploys our goods and continues to benefit commercially from them. By consultative customer engagement, you can establish yourself as a valued long-term strategic partner and become the go-to person for your customers at every stage of their lifecycle, including onboarding, adoption, advocacy, and renewal. Our team is fully remote,
As our second Enterprise Customer Success Manager, you’ll be on the ground floor helping us build processes for onboarding, adoption, and retention. Equipped with the knowledge of what it takes for customers to succeed with AssemblyAI, you will serve as the voice of your customers cross-functionally, providing feedback to the Product team and broader business. To the entire AssemblyAI team, you’ll exemplify an empathetic, customer-centric perspective.
You’ll be reporting directly to the VP of Customer Success and be working very closely with the rest of the CS team in building a best-in-class CS organization.
Maintain ownership of a portfolio of customers, weaving a web to develop new relationships while supporting existing teams to ultimately drive adoption and retention of AssemblyAI products.
Work with customers to understand their motivation, business drivers, strategic goals, and desired business outcomes; co-creating and maintaining success plans.
Own the full post-sale customer journey, including deployment and workflow design, adoption, roadmap advisory, and renewal touchpoints.
Analyze customer usage in internal data systems to identify, communicate, and act upon both risks and opportunities; proactively engage the customer leveraging both data and your expertise to increase product adoption and customer engagement.
Build and maintain strategic relationships with technical leaders across your book of accounts. Guide key stakeholders (CTOs, Product Managers, Founders) through the process of integrating our API, working to constantly improve the overall experience.
Become a subject matter expert on our API and understand our competitive landscape.
Collect and share insights that help Product identify ways to educate and activate the user base on the product.
Be a cross-functional superstar:
Partner closely with Sales counterparts to build account plans, nurture executive relationships, facilitate Business Reviews, and identify expansion opportunities.
Collaborate closely with Solution Architects and Support Engineers to help quarterback resolutions for customer issues and increase business value.
Work collaboratively with the Marketing team to build customer references and co-develop resources to better support our customers.
Serve as the voice of your customers by surfacing key trends and insights back to our Product, Research, and business teams.
5+ years of demonstrated success in a Customer Success or Account Management role in B2B SaaS.
Experience discussing technical subjects with technical and non-technical audiences, and a strong working knowledge of API
Experience and comfortability working with key stakeholders in Engineering, Product, and AI (e.g. CTO, CPO, etc.)
Experience in building and managing relationships across a broad range of stakeholders, including C-level executives
Experience in an enterprise solution sales environment and the ability to partner with Account Executives in development and closure of sales opportunities is preferred
Comfortable building on current Customer Success playbook—offering an industry leading, developer-first approach
And you are:
Customer-centric at your core, having strong empathy for developers and patience to help them solve their problems
Self-motivated, proactive team player. You bias for action and work effectively in a highly ambiguous, ever-changing fast-growth startup environment. You’re able to zoom in on most granular details and also zoom out to understand the philosophy of how and why decisions are made.
Driven, process-oriented person. You’re able to effectively balance competing priorities and make decisions that best support AssemblyAI, the team, and the customer. You’re able to efficiently switch contexts from responding to customer emails to giving a product demo to meeting with the product team about an upcoming feature
A strong proactive communicator, an active listener, and a great presenter