Customer Success Manager

Customer Success Manager

We are looking for talented and driven individuals to join the high-impact customer success team at Neuron7.ai.

As a Customer Success Manager, you are the first point of contact for our customers to learn about, implement, and then benefit from our AI-powered Resolution Intelligence products. The role involves closely working with customers’ Service Leadership teams, internal Engineering teams, Infrastructure teams, Sales teams, and collaboration with the rest of the Customer Success team.

This role needs you to switch hats based on the need of the hour:

• Learn/understand/explain the functioning of AI / NLP technologies while working with customers.

• Help customers realize RoI from their CRM technologies integration with Neuron7.

• Wear a sales hat in contract renewals and upsell/cross-sell cycles.

• Be an advocate of translating customer’s needs to the N7 engineering team.

• Understand and communicate customer pain points (technical or business) internally and drive resolution

Responsibilities: 

You are the first point of contact for our global customer base 

• Accountable for being customers’ advocate regarding support issues, product feedback, and client success

• You will lead

  • The customer onboarding process with an optimized solution

  • Integration of their CRM systems with Neuron7 products

  • Data integration steps with engineering teams

  • Collaboration with customer PM for change management activities

  • Development of training content

  • Definition of RoI metrics and other KPIs related to usage, user adoption, and accuracy

• Find solutions for customer service challenges with/without using AI / NLP technologies and provide ideas/enhancements to the Neuron7 core product team

• Develop long-term relationships with customer leadership, and key stakeholders to ensure contracts are renewed and able to upsell/cross-sell Neuron7 products in collaboration with sales teams

• Learn the new AI / NLP products/features as they are released and showcase demos to customers

• Develop templates/models and train new customer success team members as needed  

Qualifications: 

Proven CSM experience with SaaS product companies, preferably in the AI space. 

• 5 to 8 years experience in handling mid to large enterprise-level integrated programs, collaboration with multiple teams, etc.

• Data-driven to track metrics, and build credibility with internal and customer leadership teams.

• Experience managing/tracking deadlines with highly energetic globally distributed teams.

• College degree in Technology / Business Management

• Experience with end-to-end CRM implementations using SFDC, ServiceNow, MS Dynamics, Oracle CX, etc. is nice to have. 

Location: 

This is a work-from-home position. Neuron7 executives have been a big proponent of working from home for more than a decade now, having perfected the art of remote work over multiple companies that they founded/ran. We place a high premium on our time and expect our employees to do the same. Recapturing commuting hours enriches life in a meaningful way! 

About Us: 

Neuron7.ai is a fast-growing AI-first SaaS company that is building a category-defining service intelligence product. Backed by top VCs in Silicon Valley and a stellar list of angel advisors/investors. Recognized as one of the startups to watch out for, we are seeing incredibly quick traction with customers and in the marketplace.  Neuron7.ai helps enterprises make accurate service decisions, at scale. Our AI-driven service intelligence platform delivers service predictions in seconds by ingesting and analyzing signals across structured and unstructured enterprise data, as well as input from top experts. In complex service environments such as high-tech devices, manufacturing, and medical devices, Neuron7.ai helps service leaders deliver on crucial metrics like first-call resolution, turn-around time, and service margins. https://www.neuron7.ai/