Customer Success Manager, MaestroQA
Enterprise
$140-200k
OTE
QA and coaching for customer care teams
Open for applications
QA and coaching for customer care teams
21-100 employees
Open for applications
$140-200k
OTE
21-100 employees
Company mission
To help companies across the world improve their customers' experiences with better customer support.
Role
Who you are
- 4+ years of B2B SaaS experience in Customer Success or Account Management roles
- Experience working with a complex product or solution where ROI measurement is ambiguous
- Experience navigating large and complex organizations to multithread and uncover opportunities of expansion
- Proven success in owning growth and revenue for a book of business including the end to end renewal process
- Strong customer-facing and presentation skills with the ability to establish credibility with VP and C-level executives
- Past history of working with and owning tough customers with high demands and expectations
- Comfortability in challenging and pushing customers to achieve better outcomes
- Experience in having to quickly learn new tools by being hands on and unafraid to get into the details
- Superb written and verbal communication skills
- Highly organized and excellent multi-tasker
- Excited by a high growth and fast paced environment, with the ability to take initiative and adapt
- Strong critical thinking, problem solving, and solution design skills
- Passionate about helping people, active listener, and burning curiosity
- High self drive, strong work ethic, and ability to execute under pressure while working on high profile clients and situations
What the job involves
- As an Enterprise CSM, you will be the primary point of contact for our largest and most strategic clients throughout their post-implementation journey
- You will work with CX leaders to understand their business needs and develop account plans that drive customers to continue to push the needle and inspire them to have a higher impact on their business using Maestro
- Owning the day to day communication with clients post go-live
- Being accountable for revenue within your client base including renewals and upsells
- Creating and maintaining account plans that capture the holistic strategy to retain and grow an account
- Building strong relationships with stakeholders across the organization to ensure breadth engagement
- Proactively identifying opportunities to add value and increase product stickiness
- Delivering effective business reviews that clarify value of Maestro and align on forward looking goals
- Owning the end to end renewal process
- Collaborating with internal stakeholders and teams to deliver outcomes within account plans
- Becoming a product expert that can advise customers on how to achieve their goals using Maestro
Our take
Customer service has emerged as one of the most important differentiator for consumer facing brands in recent years. However, building and maintaining quality customer support teams is difficult and expensive.
MaestroQA provides software that eases the burden on these brands through AI-powered quality analysis of agent calls. Crucially, the system integrates with some of the most popular CRMs like Salesforce, Zendesk, and Kustomer.
The company has built up a strong, loyal following which has delivered impressive profitability and momentum. MaestroQA’s leadership is now hoping to double down on that momentum and scale into untapped sectors in need of their support like healthcare and insurance.
MaestroQA has bet on what has so far been a winning strategy: using AI to enhance, rather than replace human-based customer service efforts. However, as the technology advances MaestroQA will be worried that companies will increasingly seek the higher savings of removing humans altogether.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-12% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Sep 2021
$25m
SERIES A
Oct 2019
$4.5m
SEED
Total funding: $31.3m
Company benefits
- Work in-office, hybrid, or 100% Remote
- Stock options
- Home office equipment
- Family Medical Leave
- Flexible Work Schedule
- Generous Parental Leave
- Return-to-work program post parental leave
- Dental Benefits
- Disability Insurance
- Flexible Spending Account (FSA)
- Health Insurance Benefits
- Life Insurance
- Vision Benefits
- Wellness Programs
- Mental Health Benefits
- Casual Dress
- Commuter Benefits
- Company Outings
- Happy Hours
- Pet Friendly
- Paid Volunteer Time
Company HQ
Midtown Manhattan, New York, NY
Leadership
Vasu Prathipati
(CEO)Graduated from Wharton with a B.A.Sc in Finance. Worked as an EIR at ENIAC Ventures briefly alongside founding MaestroQA.
Harrison Hunter
(CTO)Studied computer science and electrical engineering at Massachusetts Institute of Technology before beginning entrepreneurial journey.
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