Who is Recruiting from Scratch: Recruiting from Scratch is a talent firm that focuses on placing the best candidate for our clients.
Our team is 100% remote and we work with teams across North America, South America, and Europe to help them hire.
Our client is looking for a resilient, compassionate and creative Customer Success Manager that will work closely with our customers to make them successful.
You'll play a critical role in defining many of our GTM decisions including playing a large part in the overall onboarding process, helping diagnose and resolve technical issues, pilot to annual contract conversion, customer adoption and satisfaction, and translating customer feedback and bugs to the product and engineering teams.
We are looking for a doer who loves working closely with customers to understand their requirements and goals, helping troubleshoot when things go wrong, and ensuring that they are successful and see positive ROI from our client's product.
This role will offer high levels of ownership & autonomy, ability to work cross functionally with an extremely high-performing team, leadership skill development, and the opportunity to work within the generative AI software space.
ResponsibilitiesOwn and run all customer onboarding processesBuild relationships with current customers and promote usage and product adoptionDiagnose and troubleshoot technical issues and bugs that arisePerform bi-weekly check-ins with all customers to solicit feedback, answer questions, and support product usageWork closely with the product and engineering team to resolve customer issues and bugs that are surfaced by customersHelp define and manage our pilot to annual contract conversion processAggregate customer feature requests and product feedback and translate into prioritized product requirementsPartner with Sales to narrow and refine ICP and help inform the overall sales processDrive customer expansion, upsell, and retentionCandidate requirements2 - 6 years of experience Enterprise CSM/AM experience or marketing experience.
Bonus points for people with experience in Marketing/Sales techProactive, self-starter with grit that can do what it takes to make the customer successfulDeep level of customer empathy and patienceComfortable with technical concepts (manipulating HTML, reporting bugs, integrations with tools) and working with product/engineering teamsStrong understanding of Customer Success best practices, methodologies, and toolsProven track record of driving customer adoption and success within enterprise SaaS, ideally in the GTM (marketing, sales) spaceData-driven mindset with attention to detail and documentationCompensation: $90,000 - $140,000 base + equity + benefits
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