Principal Customer Success Manager, Ultimate
$165-247k
OTE
A pay mix of 70/30 (base/commission)
More information about location
Conversational AI customer service builder
Job no longer available
Conversational AI customer service builder
201-500 employees
Job no longer available
$165-247k
OTE
A pay mix of 70/30 (base/commission)
More information about location
201-500 employees
Company mission
To bring joy to customer service through the world’s most powerful virtual agent platform.
Role
Who you are
- We are looking for a highly driven and motivated individual who is passionate about building strong relationships and providing a best-in-class customer experience
- Experienced in managing Mid-Market and/or Enterprise level accounts
- High level of understanding of the customer service industry and competitive landscape
- Established as a SME for certain products, industries or segments
- Well-versed in software and subscription services with excellent customer, partner, and market orientation
- Possess great communication skills and can collaborate and plan strategically with sales counterparts
- Have a background in a technology-related field and familiarity with Customer Support/CX (industry and technology)
- Possess strong leadership skills and the ability to influence and inspire cross-functional teams
- Possess high technical aptitude to quickly learn new technologies and then consult on their value
- Self-starter who thrives in both collaborative and autonomous environments
- Strong analytical skills, including experience with Looker, Tableau, or similar software, and experience turning data into insights to fuel your ideas
- Leader amongst peers, supports colleagues and covers for management when needed
- Leads the business by identifying new customer experience trends both in and outside of their book of business
- Overcomes most barriers and escalates effectively when other options are exhausted
- Expert escalation at all levels including coordinating executive and cross functional teams to execute resolution for customers critical to the business
- 12+ years of relevant work experience in customer-facing customer success, strategic account management (~10 accounts), or strategic consulting roles. SaaS experience required
- History of success driving customer retention and ARR Growth (GRR) across a book of business ranging from $10M- $14M ARR
- Significant experience working with multiple levels of customer stakeholders – technical admins, C-level executives, and procurement teams
- Experience in a demanding role that requires strong leadership, committed priority management, and high emotional intelligence
- Proven ability to quickly grasp and distinctly explain technological and business concepts
- Proven track record of identifying and collaborating on expansion opportunities and strategies with account teams
- Applied domain/technical knowledge of the Zendesk solution, best practices, and customer insights to remove blockers and lead key resources, internally and externally, to proactively support customer's success plan. Zendesk knowledge is a bonus
- High level understanding of enterprise architecture principles
- Completed Bachelor’s Degree or equivalent career experience
What the job involves
- Our Customer Success Managers (CSM) consult on a spectrum of Customer Support/Experience (CX) and Employee Experience (EX) solutions from the Zendesk SaaS suite with a wide array of customers
- We ensure customers are optimized and scaling easily through impactful engagements, while driving customers’ business and technical value
- Our priority is to understand our customer’s business, work collaboratively with them to create a Success Plan, and ultimately deliver measurable ROI and customer results using Zendesk
- CSMs align to a portfolio of customers within a specific region and are responsible for retention, minimizing churn/contraction risk while driving product adoption, and identifying expansion opportunities to then collaborate with Sales
- This is done through proactively engaging with customers at specific points in their lifecycle, providing them experiences and recommendations based on their CX maturity
- Alongside your teammates in Sales, Support, and Product Management, you ensure that customers are seeing results from Zendesk and will continue to stay and grow!
- Build and foster strong relationships with your portfolio of Enterprise and Mid-Market customers to minimize churn and contraction and drive expansion by partnering with our customer's technical and business executive leadership team with post-sales implementation planning, proactively guiding customers' technical adoption journey, and enabling them to deliver innovation to their end business users
- Develop a deep understanding of the customer's business and technical objectives, collaborating with them to build a strategic joint success plan with identified objectives, milestones, and measurable KPIs to achieve the outcomes
- Develop and apply domain/technical knowledge of the Zendesk platform, our best practices, and customer insights to remove blockers and lead key resources, internally and externally, to proactively support customer's success plan
- Engage regularly with customers based on our touchpoint framework (i.e. user shadowing, strategic discovery, business reviews, and roadmap presentations)
- Proactively analyze customer’s product usage data and take necessary actions to mitigate risk, improve product adoption and reduce churn
- Partner with customer-facing account teams and executives (Sales, Renewals, Advocacy, Professional Services, Product, Engineering, and partners) on overall platform success, to accelerate customer's time-to-value journey and to protect recurring renewal revenue and expand customer NRR (Net Retention Rate)
- Ability to independently execute customer experience maturity analysis to drive progress and results
- Will be an expert at working with a more complex/higher ARR book of business
- Adept at challenging customers where they assess their CX strategy as sub-optimal
- Understands and distills customers’ corporate strategy and key stakeholders’ agendas in order to guide customers along customer experience maturity journey with measurable outcomes for their business
- Impact to department productivity/effectiveness. (KPIs)
- High Work Latitude (Level of Autonomy) Seen as an escalation point within the team when management is unavailable. Creates process and technical structure to support others
- Regularly assess, plan, and document your customer’s success journey with Zendesk via Gainsight
Our take
In the rapidly evolving landscape of digital transformation and eCommerce, businesses are locked in fierce competition, elevating the significance of customer experience. This places considerable strain on customer support teams to deliver exceptional services while managing costs. The solution to this challenge lies in AI-powered digital support automation.
Ultimate provides a no-code automation platform capable of automating up to 60% of support workloads. With a focus on NLP-powered technology, Ultimate has given itself a strategic edge. Its conversational AI is available in 109 languages, consistently positioning the company as a top contender in G2.
The onset of 2022 markets a string of successes for Ultimate, including a record-breaking first half, the appointment of a global customer success executive, and ongoing product innovation. Impressively, the company achieved a 166% growth in new brand partnerships year-on-year, securing major deals with influential names like Zoopla, Get Your Guide, iCard, and Conekta. Now the company is focused on expanding its presence in the US, while also securing even more strategic partnerships.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 6 rounds)
Dec 2020
$20m
SERIES A
Nov 2019
$3.5m
SEED
Total funding: $28.9m
Company benefits
- Scaled professional development: We're passionate about up-skilling our team and providing people with internal opportunities, so we all grow together
- Bespoke personal growth: Learn a new language, train for a marathon, take a coding course. Our personal development budget has you covered
- Flexible working: From office-lovers to homebodies, and anywhere in between, we encourage our team to work from their preferred location
Company HQ
Kreuzberg, Berlin, Germany
Leadership
Sarah Al-Hussaini
(Co-Founder & COO)An investment banker turned CX & AI expert, Sarah is passionate about diversity in tech and its power to create a better world. They were awarded Forbes 30 Under 30 in 2019.
Reetu Kainulainen
(Co-Founder & CEO)Reetu’s vision for Ultimate led tech giants like Maki Ventures and Techstars to back the fast-growing company. They are passionate about using AI to make CS agents’ careers more rewarding and joyful.
Jaakko Pasanen
(Co-Founder & CSO)As Ultimate’s Chief Science Officer, co-founder Jaakko leads the company’s in-house AI research unit in its mission to build the most powerful virtual agent platform for customer support.
Markus Rautio
(Co-Founder)Ever since they helped develop what would become Ultimate at a Helsinki hackathon, Lead Engineer Markus has been using their technical expertise to build products with meaning alongside his co-founders.
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