Customer Success Manager

2-3 years of technical B2B client-facing experience with a SaaS product
Demonstrable ability to take ownership and accountability, and act on client objectives in a technical environment
Strong written and verbal communication skills including the ability to communicate technical language to non-technical customers
Ability to read and understand technical documentation and analyze data sets
Currently manage a book of business of at least $2.5M ARR
Must thrive in working in a fast-paced environment
Ability to prioritize effectively and get things done
Willingness to work in person at our NYC headquarters 4-5 days a week

Become an expert in EliseAI’s products – with a heavy focus on user workflows, integrations and how our products work together
Understand our customer’s business needs and goals, effectively communicate the AI’s value ensuring successful adoption and utilization of our products
Provide world-class support by taking ownership on customer issues – working closely with the Engineering, Product and Support teams to address and resolve client issues quickly
Write documentation and host workshops on our product offerings to keep customers up-to-date with new features
Drive adoption of new products and features and assist with the launch
Partner with the implementation team to lead discovery into client goals and best practices to successfully project manage client onboardings
Strategize with our sales team to build, own, and execute client success and engagement plans
Review client reporting and usage metrics regularly to determine how to optimize your customers’ performance
Proactively identify underperforming customers and execute plans to improve the customer’s success in order to prevent churn
Act as a conduit between customers and internal teams, gathering customer feedback, documenting feature requests, and proving client insights to our Engineering and Product teams to enable continuous improvement of our product roadmap

No preferred qualifications provided.