Manager, Customer Success

📋 Description

• • As a Manager, Customer Success at Kustomer Inc., you will be at the forefront of transforming customer experiences through AI-powered solutions. This pivotal role is dedicated to ensuring our enterprise clients achieve maximum value and measurable business impact from Kustomer's leading conversational CRM platform.
• • You will lead, mentor, and develop a high-performing team of Customer Success Managers (CSMs), fostering an environment of continuous learning and exceptional client advocacy. Your leadership will directly influence customer retention, expansion, and the successful adoption of our AI and automation capabilities.
• • A core responsibility will be driving key performance indicators (KPIs) related to renewals, expansion opportunities, product adoption, AI utilization, and the demonstrable performance of automation strategies implemented by our clients.
• • You will act as a strategic point of escalation for your team's clients, proactively identifying and mitigating risks while catalyzing opportunities for growth and deeper engagement with the Kustomer platform.
• • Empowering your team to serve as true advocates for the customer will be paramount. This involves guiding them to address complex client challenges, effectively navigate internal structures, and escalate issues appropriately to ensure swift and satisfactory resolutions.
• • Ensuring the consistent application of processes and Service Level Agreements (SLAs) is crucial for seamless collaboration with critical internal teams, including Product, Engineering, Technical Account Managers (TAMs), Technical Support, and Sales.
• • You will own and refine our client-facing processes, policies, and playbooks, ensuring they are robust, scalable, and effectively empower your team to deliver outstanding client outcomes.
• • A significant part of this role involves designing and launching new internal processes to build a scalable and efficient infrastructure for the Customer Success team, supporting our rapid growth.
• • You will be instrumental in supporting and designing repeatable frameworks for capturing and sharing valuable customer feedback with the Product organization. This includes proactively communicating our product roadmap and timelines to customers, fostering transparency and alignment.
• • Partnering closely with the Product and Engineering teams, you will surface critical insights on AI performance, feature adoption trends, and aggregated customer feedback to directly inform and shape our product roadmap and future innovations.
• • A key objective will be to expand our portfolio of referenceable customers, showcasing the success and value Kustomer delivers to leading brands.
• • This role requires a commitment to travel, approximately 25% of the time, to visit customers onsite, fostering strong relationships and understanding their evolving needs.
• • You will be expected to develop a deep understanding of the Kustomer platform's features and use cases, enabling you to guide customers effectively and identify new opportunities for value realization.
• • The role may involve handling sensitive personal data, requiring adherence to strict confidentiality and compliance protocols, including potential HIPAA compliance.
• • You will be responsible for guiding enterprise customers through their digital transformation journeys, with a specific focus on automation initiatives and the adoption of AI technologies to enhance their customer experience operations.
• • This position offers a unique opportunity to shape the future of AI in customer experience by influencing product strategy and ensuring our clients are at the cutting edge of innovation.
• • You will contribute to Kustomer's mission of perfecting every customer experience by ensuring our clients leverage our intelligent tools, AI-native workflows, and seamless human + AI collaboration to their fullest potential.
• • Your success will be measured by the tangible business outcomes your team helps clients achieve, such as improved customer resolution rates, reduced cost-to-serve, and elevated overall customer satisfaction and loyalty.
• • You will foster a culture of continuous improvement within your team, encouraging experimentation, data-driven decision-making, and a proactive approach to client challenges.
• • This role is ideal for a leader passionate about technology, customer success, and the transformative power of AI in business operations.
• • You will be a key player in Kustomer's growth trajectory, contributing to our vision of becoming the industry standard for AI-powered customer experience platforms.