Technical Customer Success Manager

EliseAI•New York City, NY

4d•Onsite

About The Position

EliseAI is looking for a Technical Customer Success Manager who will own strategic relationships with our customers, working with everyone from frontline leasing teams to members of the C-Suite. The role requires someone who can develop a deep understanding of our products, in order to bridge the gap between our customers and our internal technology teams. You’ll serve as the product expert, guiding the user experience for customers, and owning customer satisfaction through their use of EliseAI’s products. A proven track record of creating and maintaining deep, lasting relationships with customers is a must, as you’ll be dealing with technical and complex issues while creating excitement and loyalty with EliseAI’s customers.

Requirements

2+ years of technical B2B client-facing experience with a SaaS product
Demonstrable ability to take ownership and accountability, and act on client objectives in a technical environment
Strong written and verbal communication skills including the ability to communicate technical language to non-technical customers
Ability to read and understand technical documentation and analyze data sets
Currently manage a book of business of at least $1.5M ARR
Must thrive in working in a fast-paced environment
Ability to prioritize effectively and get things done
Willing to work in person at NYC headquarters 4-5 days a week

Responsibilities

Become an expert in EliseAI’s products - with a heavy focus on user workflows, integrations and how our products work together.
Understand our customer’s business needs and goals, effectively community the AI’s value ensuring successful adoption and utilization of our products.
Provide world-class support by taking ownership on customer issues - working closely with the Engineering, Product and Support teams to address and resolve client issues quickly.
Write documentation and host workshops on our product offerings to keep customers up-to-date with new features.
Drive adoption of new products and features and assist with the launch.
Partner with the implementation team to lead discovery into client goals and best practices to successfully project manage client onboardings.
Strategize with our sales team to build, own, and execute client success and engagement plans.
Review client reporting and usage metrics regularly to determine how to optimize your customers’ performance.
Proactively identify underperforming customers and execute plans to improve the customer’s success in order to prevent churn.
Act as a conduit between customers and internal teams, gathering customer feedback, documenting feature requests, and providing client insights to our Engineering and Product teams to enable continuous improvement of our product roadmap.