Mar 30, 2023
To manage our customers within our company, we are seeking to employ a Customer Success Manager. Working effectively with a portfolio of Mid-Size and Large Customers, you'll make sure they get the most out of our company while driving the success of their automation journey across their organization. You will collaborate with numerous departments as a member of the Customer Experience Team, including Sales, Professional Services, Customer Care, and Product/Engineering. With the help of a solid and expanding team, you will have the chance to influence how we help our customers succeed.
You have a consultative approach with 5+ years of experience in a technical Customer Success role. Preferably in a tech or B2B SaaS environment in support, sales or e-commerce platforms.
Strategic mindset with experience in owning projects and identifying opportunities for expansion within Customer accounts.
Exceptional written and verbal communication skills with a high-level of professionalism and the ability to articulate technical topics to non-technical audiences, executives, and key stakeholders.
Prior experience maintaining and managing multiple competing priorities, while working effectively in a results-driven culture.
Ability to develop relationships quickly and deeply as you will be required to maintain and develop relationships with our VP level Customers.
Ability to work autonomously with a reliance on asynchronous communication while maintaining a deep curiosity for product knowledge and use case development.
Technical Knowledge: Working knowledge of APIs, meta data and data structures, integrations and implementations.
Lead account planning for an assigned portfolio of Customers as it relates to retaining the current business and identifying new opportunities for growth.
Deliver Executive Business Reviews to key Customer stakeholders (VP level and C-Suite) to ensure Ada is delivering business value.
Drive adoption of the platform and introduce new and existing features.
Remove blockers and ensure a path to long term success.
Successfully lead the renewal motion of contracts in partnership with a Renewals Manager.
Understand and anticipate customer needs and work with Product to prioritize customer Feedback with a data-driven, revenue-impact lens.
Achieve NPS goals and create customer advocates to generate strong references, referrals, and case studies.
Benefits
Competitive salary and generous stock option plan
Unlimited vacation
Wellness account
Extended health coverage
Dental/optical/travel insurance
Life insurance
Employee and family assistance plan
Flexible work schedule
Remote-first, In-person friendly work environment with WFH budget
In-house social worker
Paid parental leave for Canadian and U.S. residents
Development opportunities