Customer Success Manager, Avoma

• BS or BA (MBA/Master would be bonus)
• 3+ years of experience in Customer Success, Account Management, Business Development, or another client-facing role in a SaaS or software company
• Ability to create structure in ambiguous situations and design effective processes
• Impressive executive presence and communication abilities
• Experience using Live chat software (e.g. Intercom), CRM (e.g. HubSpot) and Customer Success platform (e.g. Vitally), and Analytics tools (e.g. Mixpanel)
• Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Services)
• Passion for technology and for being a part of a fast-growing SaaS company
• Positive attitude and proactive work ethic
• Bias for action with a sense of urgency and persistence
• A self-motivator, creative, results-driven and solution oriented
• Organized and strong time management skills

Desirable

• Understand customer outcomes by communicating with customers, analyze customer health metrics, run NPS and gather other feedback via Intercom and Vitally
• Represent the voice of the customer to provide input into every core product, marketing and sales process
• Engage with customers to drive renewal and expansion opportunities
• Serve as the primary contact for the onboarding of new customers, the training of platform end users, as well as post go-live adoption and value creation
• Collaborate with the engineering and development team to set up or configure our software platform as per customers’ requirements and troubleshoot technical issues raised by customers
• Gauge customers’ levels of engagement with the company and provide feedback to the other teams regarding product and service improvements
• Run QBR’s to provide insights and best practices to customers to ensure that they get the most value out of the platform
• Being the main point of contact between the company and a number of named enterprise accounts