Customer Success Manager, Lily AI

• You love partnering with and advocating for customers through your best-in-class understanding of Customer Success concepts, best practices, and execution strategies
• Experience in working with complex, multi-divisional, multi-geographical customers
• Possesses the ability to interface with C-level executives to drive program strategy and ROI
• Ability to create structure in ambiguous situations and design effective processes
• You have experience working as part of, and delegating to, a cross functional team (including sales, product, engineering, and marketing)
• You have 2-3 years of hands-on experience with Customer Success Management in SaaS environment (managing Enterprise and Strategic accounts)

Desirable

• As a Customer Success Manager at Lily, you’ll be partnering with our clients - driving adoption and outcomes leading to renewals, expansion, and advocacy across your book of business
• Serve as the main point of contact for assigned customers, building and nurturing long-term relationships with key stakeholders
• Act as a trusted advisor by understanding customer objectives and priorities and aligning them with Lily AI solutions
• Proactively identify customer challenges or concerns and collaborate across the Lily AI team to identify solutions
• Ensure that customers are realizing and recognizing meaningful, ongoing value from Lily’s solutions through qualitative and quantitative methods
• Create customer deliverables (presentations, business process enhancements, strategy recommendations and updates) suitable for a diverse set of constituents from senior executives to end users
• Represent Lily as a domain and product expert in customer interactions, industry and corporate events, and online in both customer-facing and internal communities
• Serve as an important source for information regarding the customer’s business needs and provide customer feedback to internal stakeholders within Product Management, Sales, and Marketing
• Partner internally with Customer Success leaders to identify areas of potential cross-sell and upsell opportunities and ensure non-event renewals
• Assist with customer support related activities such as ticketing and knowledge base article creation and maintenance via our support systems and tools