Customer Success Manager

We are looking for a Customer Success Manager to join our team at ADVANCE.AI, a leading AI company that provides digital transformation, fraud prevention, and process automation solutions for enterprise clients. As a Customer Success Manager, you will be responsible for empathizing with every aspect of the customer experience, guiding and coaching customers with proactive customer success processes, and maintaining high levels of customer engagement and satisfaction. You will also work closely with other cross-functional team members to translate business needs and product requirements and feedbacks into new solutions for customers. The ideal candidate should have relevant work experience in a customer-facing customer success, account management or strategic consulting organization, strong interpersonal skills, and experience building strong relationships.

• Empathize with every aspect of the customer experience, putting customers’ needs first.
• Guide and coach customers with proactive customer success processes.
• Meet with customers onsite to discover and understand their needs to help them and drive business value.
• Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty.
• Identify common customer challenges to suggest better solutions.
• Partner with Advance.AI’s Business Development Team to help them drive growth.
• Partner closely with other cross-functional team members to translate business needs and product requirements and feedbacks into new solutions for customers.
• Help drive customer references and case studies.
• Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs.
• Track customer analytics to understand user behavior and identify potential product features proactively.

• Relevant work experience in a customer-facing customer success, account management or strategic consulting organization. SaaS experiences a benefit.
• Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption.
• Strong interpersonal skills and experience building strong relationships.
• Proven track record of highly-professional customer service in a fast paced, dynamic environment.
• Diplomacy, tact, and poise under pressure when working through customer issues.
• Working Experience within the Fintech/Banking/Finance/AI Space
• Experience working with data to extract insights about customer’s API consumption and how this translates to business.
• Strong organization and presentation skills.