We’re looking for a self-starter, highly energetic Customer Success Manager, who is passionate about voice technology. We don’t just sell a product, we’re building a community of highly engaged people that want to partner with us for the long term. We love working with our customers to support and guide them through their voice AI journey with a focus on ultimately driving long term value for them. Our CS team is at the forefront of this. In this role you will:
- Be part of an early CS team with endless opportunities for impact . You’ll partner with the CS team to help develop the Scale CS playbook and framework that supports our customers internationally
- Build and maintain strong relationships with a book of 80-100 commercial clients in the EMEA region
- Play a key role in developing programs to onboard and manage customers at scale to drive long term adoption of multiple products
- Monitor customer usage and adoption of our products to identify areas for improvement or revenue expansion.
- Own expansion and renewal of accounts within your book of business
- Measure and improve customer satisfaction & experience.
- Own your customer success KPIs (NRR/GRR) and track against the company goals.
We're looking for exceptional individuals who combine technical excellence with ethical awareness, who are excited by hard problems and motivated by human impact. You’ll strive with us if you:
- Are passionate about audio AI driven by a desire to make content universally accessible and breaking the frontiers of new tech.
- Are a highly motivated and driven individual with a strong work ethic. Our team is aware of this critical moment of audio AI evolution and is committed to going the extra mile to lead.
- Are analytical, efficient, and strive on solving complex challenges with a first principles mindset.
- Consistently strive for excellence, delivering high-quality work quickly and exceeding expectations.
- Take initiative and work autonomously from day one, prioritizing learning and contribution while leaving ego aside.
What you bring:
- 3-5 years of previous experience in Customer Success in a fast paced, SaaS organisation.
- You have experience developing programs and processes that deliver best in class customer experiences at scale
- Strong proficiency in using data analytics and CRM tools to monitor customer health, derive actionable insights, and measure the impact of playbooks and customer programs
- A strong builder and customer excellence mindset.
- Commercial experience - you will own renewals and expansion for your book of business
- Strong communication and interpersonal skills, with the ability to build and maintain relationships with customers at all levels of an organization.
- Excellent problem-solving and analytical skills to address customer needs and concerns.
- A hybrid of customer & product-driven mentality that prioritises client satisfaction & scale.
- Nice to have: you speak another language like German or French
