In this customer success role, you will be responsible for fostering relationships with our customers, ensuring they receive maximum value from our products and services. You will proactively engage with clients, guiding them through onboarding, addressing their evolving needs, and ensuring a seamless experience as they implement and scale our AI-driven solutions.

This dynamic role combines customer relationship management, technical expertise, and strategic thinking to drive customer satisfaction and long-term success.

Responsibilities

• Build strong relationships with customers to understand their business goals, challenges, and technical needs, ensuring alignment between our solutions and their objectives.
• Onboard new customers by providing training, resources, and guidance on how to best utilise our platform and products.
• Serve as a trusted advisor, offering proactive solutions, insights, and best practices that help customers succeed and achieve their desired outcomes.
• Collaborate with cross-functional teams, including product, engineering, and sales, to ensure that customer feedback, concerns, and feature requests are communicated and addressed.
• Monitor customer health, identifying potential risks, and creating action plans to mitigate churn and drive long-term success.
• Advocate for the customer by clearly communicating their needs and challenges internally, helping shape product development to better meet customer requirements.
• Analyse and report on customer usage, adoption, and feedback to provide actionable insights and recommend improvements.
• Identify opportunities for upselling and cross-selling by understanding customer needs and proposing additional products or services that deliver value.
• Ensure customer satisfaction by providing exceptional service and support, resolving any issues or concerns in a timely and effective manner.
• Stay up-to-date with the latest industry trends and best practices, continuously seeking ways to improve the customer success process and enhance customer satisfaction.

Requirements

• At least 2 years of experience in a Customer Success role (or similar) within a B2B SaaS environment.
• Strong technical aptitude with the ability to explain complex technical concepts in a simple, customer-friendly manner.
• Ability to understand customer requirements and recommend tailored solutions to meet their needs.
• Excellent interpersonal and communication skills, with the ability to build strong relationships and collaborate effectively with customers and internal teams.
• Experience in project management, with the ability to manage multiple accounts, priorities, and deadlines in a fast-paced environment.
• Customer-centric mindset with a focus on providing value and ensuring customer satisfaction and success.
• Strong problem-solving skills, with the ability to troubleshoot issues and provide effective solutions.

Nice to Haves

• Experience with Notion, Airtable and Zapier.
• Technical background.

Salary

• San Francisco: $70k – $150k
• London: £30k – £65k