Senior Customer Success Manager - Remote

Overview

As Relyance AI’s Senior Customer Success Manager, you will be responsible for managing the adoption, expansion, retention, and overall post-implementation experience for your portfolio of customers. You’ll need to establish trust and build relationships with different customer stakeholders (including managers, directors, VPs, and CISOs) and develop joint success plans with them to ensure there is a clear plan in place to achieve the challenges customers are looking to solve using Relyance.

In Short

• Conducting check-in meetings for tactical items and performing business reviews with C-level executives / decision-makers to align on their objectives and business outcomes.
• Understand customer workflows and proactively identify customers who aren’t maximizing their opportunity with our product/service and reach out to create an action plan to help them achieve success.
• Be the voice of the customer by consistently capturing customer feedback, customer highlights, and lowlights and channel that internally with various stakeholders (product, exec team, etc.).
• Becoming a Relyance AI product expert. Identify process gaps, templatize, and implement playbooks to scale and optimize the Relyance AI customer success function.
• Collaborate with the Sales team to manage deals, renewals, and expansions.
• Actively participate in shaping the future of the Customer Success organization at Relyance AI.
• This role would be an individual contributor role.

Requirements

• Bachelor’s degree or master’s in computer science, engineering, business or other related field.
• Ability to work the night shift in Bangalore, India.
• 5+ years of experience managing and driving adoption with enterprise accounts, preferably with SaaS companies/products.
• Renewal/expansion experience in the SaaS industry is must. Also, knowledge of security and privacy is critical skill.
• Curiosity. This role will challenge your technical and domain-specific skills, and having a healthy dose of curiosity about the modern technology stack, and the current privacy landscape will set you up for success.
• A growth mindset and are willing to think from first principles.
• Ability to break down big problems / ambiguous goals into smaller actionable steps. A bias for creating clarity (for internal stakeholders and customers) and strong project management skills will be a key part of this role.
• Empathy for customer workflows and the ability to dig deep. Making customers successful makes you successful.
• Past technical experience in some capacity and find modern technology stacks fascinating.

Benefits

• Working at Relyance AI, we create an unreasonably hospitable and data-driven culture.
• We prioritize exceeding customer, and each other’s, expectations in every interaction.
• This means empowered team members solving problems proactively based on information, crafting personalized experiences, and radiating enthusiasm.
• Behind the scenes, trust and freedom allow team members to find creative solutions.
• Shared purpose and recognition fuel a spirit of greatness to truly wow customers and each other.
• We deconstruct failures to learn from them and take great pride in our successes; celebrating both.