Manager of Customer Success, WellSaid Labs
Plus stock options
AI text-to-speech technology
Be an early applicant
AI text-to-speech technology
21-100 employees
Be an early applicant
Plus stock options
21-100 employees
Company mission
To empower everyone with AI voice.
Role
Who you are
- To thrive in this role, you should be an experienced leader who has successfully coached and developed Customer Success teams while maintaining strong customer relationships
- You should be able to implement effective strategies to drive retention, upsell, and cross-sell opportunities while fostering a customer-centric culture
- 4+ years of experience in Customer Success, with at least 1+ year in a leadership or team management role at a SaaS company
- Proven ability to coach, mentor, and develop customer success professionals
- Experience working in fast-paced or startup environments, with a strong ability to drive structure and scalability
- Strong data-driven decision-making skills, with experience analyzing customer success metrics
- Proficiency with SaaS applications, customer success platforms, and CRM tools
- Excellent communication, stakeholder management, and problem-solving skills
- Ability to create and refine structured processes in ambiguous or evolving environments
- Passion for technology and a strong customer-first mindset
- Experience working with cross-functional teams (e.g., Sales, Product, Marketing, Services) to align on customer needs
- Must be a U.S. Citizen or Permanent Resident
- Must pass a pre-employment background check
What the job involves
- At WellSaid, Customer Success Managers drive long-term success and adoption by serving as trusted advisors to our customers
- As a Manager of Customer Success, you will lead a small team of CSMs, ensuring they are empowered to deliver exceptional customer experiences, drive retention initiatives, and support revenue growth
- You will act as a mentor and strategist, overseeing customer success operations and ensuring best practices are implemented to enhance customer satisfaction and business outcomes
- As a Manager of Customer Success, you will play a pivotal role in shaping and executing our customer success strategy
- You will provide coaching, guidance, and strategic direction to our CS team, while ensuring our customers achieve maximum value from WellSaid
- Lead, mentor, and develop a team of CSMs, fostering a high-performance culture and continuous professional growth
- Define and implement scalable customer success strategies and best practices to drive retention, adoption, and expansion
- Monitor key customer health metrics, proactively identifying and mitigating churn risks while identifying growth opportunities
- Manage Net Revenue Retention (NRR) and report key NRR metrics to the VP of Customer Experience
- Take ownership of customer escalations, ensuring timely resolution and customer satisfaction
- Implement and oversee call coaching to improve CSM effectiveness and customer interactions
- Drive cross-functional collaboration with Sales, Product, and Marketing teams to ensure customer feedback informs product enhancements and go-to-market strategies
- Establish and refine processes for onboarding, engagement, and renewal strategies
- Ensure a data-driven approach by tracking team performance and customer success metrics to measure effectiveness and optimize processes
- Be a champion for the customer by advocating for their needs internally and ensuring they receive exceptional support and service
- Support strategic accounts directly, providing executive-level guidance and intervention when needed
- Enhance team capabilities through training, enablement, and process improvements that align with company goals
Application process
- An intro call with our recruiting team (30 minutes)
- An interview with the hiring manager (30 minutes); if there’s a match we’ll move forward with a case-study take-home
- An Interview loop with 4 interviews (30-60 minutes each) with the team members you will be potentially working with
- All interviews will be remote via Google Meet; we are happy to make accommodations you might need to feel set up for success in our process
Our take
WellSaid Labs offers creative teams a real time text-to-speech engine that leverages AI to produce natural-sounding voice overs and clips, all based on the voices of real people.
The most common rebuttal to this kind of technology is how it can be used with malicious intent – deepfakes being the most pertinent concern. This is precisely why WellSaid Labs has no current intention to bring its product to a consumer market – a wise decision. It’s also worth noting that all its voice samples are provided with consent of the original talent.
Provided the pricing point is right, there’s an obvious attraction to being able to quickly create audio content at an enterprise level. And the fact that the startups first major funding round was oversubscribed indicates that investors see this attraction too. It'll be an interesting company to keep an eye on in coming years.
Steph
Company Specialist at Welcome to the Jungle
Insights
67% employee growth in 12 months
Company
Funding (1 round)
Jul 2021
$10m
SERIES A
Total funding: $10m
Company HQ
Northlake, Seattle, WA
Leadership
Michael Petrochuk
(Founder & CTO)Previously founded AI fashion advice app Wardrobe.Tips and location based social network Chirpp. Former Developer and Engineer at vCita and Stylize, also interning at Google and Uber.
Brian Cook
(CEO)Founder of Incredible Capital. Previously co-founded and served as the CEO at Hyperfish, Nintex, and OBS.
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