Customer Success Lead

Zensors • San Francisco, CA

314d

About The Position

Zensors YC-S21, is a fast-growing tech startup searching for flexible go-getters who welcome the challenge of meeting the needs of a growing business. We’re specifically looking for a Customer Success Manager who will roll up their sleeves and lead a team from inside the trenches. As a key member of our leadership team, you will help craft the company's customer success strategies, building strong relationships with customers and collaborating with cross-functional leaders internally to deliver consistently excellent customer experiences.

Requirements

• 3-5 years of experience in customer service or customer success position strongly preferred
• Experience working with brand image and promoting value through customer experience
• Exceptional ability to communicate and foster positive business relationships
• Technical skills required, as they relate for the use of the product to service to be solid
• Accountability and personal organization are essential
• Experience in managing a diverse group and training each according to company standards
• Ability to establish milestones and keep all team members on task
• Experience analyzing and optimizing the existing processes in the Customer Success department
• Deep understanding of customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed

Responsibilities

• Establish clear retention goals and process milestones for the client and employees to work toward
• Assist customers as needed with setting up and navigating programs or software associated with a product or service
• Promote the value of the product and upsell services and products with brand image and promoting value through customer experience
• Assist in creating training courses and educational materials for other members of the department
• Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company
• Promote an energetic fan base for products and locate brand ambassadors to share the product's benefit and value
• Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs
• Optimize existing processes within the company and actively enhance all Customer Success initiatives
• Understand, solve and communicate any complex technical issues that arise with customers in using and deploying an AI solution across their organization

What This Job Offers

• Career Level: Mid Level