Customer Success Manager
About The Position
As a Customer Success Manager at Otter.ai, you will have the unique opportunity to help shape the future of our Customer Success team. You will report to the Senior Manager of Customer Success and play an instrumental role in defining and implementing strategies for customer adoption, retention and expansion, while consistently exceeding targets. You possess both the strategic vision and tactical skills needed to drive customer success. Your Impact Lead proactive engagements with customers, conduct technical onboardings, training, demos, webinars, tailored success plans, and QBR’s. Contribute to the creation and refinement of internal tools, processes, documentation, playbooks, and collateral to improve customer success operations. Act as a technical advisor to customers, providing proactive and reactive support to resolve any technical challenges they may face. Work closely with Product, Engineering and Support teams to resolve customer issues efficiently and effectively. Share valuable insights with Sales, Growth, and Product teams based on your interactions with customers, driving continuous improvement across the company. Guide customers in adopting new products, helping them achieve long-term success and maximize the value of Otter.ai. Collect customer feedback to refine our strategies, advocate for new product features, and inform product development.
Requirements
- BA/BS degree or equivalent practical experience.
- 3+ years in Customer Success or Account Management.
- 2+ years in a quota carrying role with proven success.
- Proven track record of meeting or exceeding monthly targets and overcoming objections with strategic, creative solutions.
- Strong technical background.
- Strategic thinker with tactical execution.
- Impeccable oral and written communication skills with the ability to articulate complex information to both technical and non-technical audiences.
- Exceptional ability to manage and prioritize multiple tasks and opportunities in a fast-paced environment.
- Experience using Salesforce is required
Nice To Haves
- familiarity with customer success engagement tools such as Vitaly, Catalyst, Gainsight or Outreach.oi are a plus.
Responsibilities
- Lead proactive engagements with customers, conduct technical onboardings, training, demos, webinars, tailored success plans, and QBR’s.
- Contribute to the creation and refinement of internal tools, processes, documentation, playbooks, and collateral to improve customer success operations.
- Act as a technical advisor to customers, providing proactive and reactive support to resolve any technical challenges they may face.
- Work closely with Product, Engineering and Support teams to resolve customer issues efficiently and effectively.
- Share valuable insights with Sales, Growth, and Product teams based on your interactions with customers, driving continuous improvement across the company.
- Guide customers in adopting new products, helping them achieve long-term success and maximize the value of Otter.ai.
- Collect customer feedback to refine our strategies, advocate for new product features, and inform product development.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
101-250 employees
