Customer Success Manager

Job Description:

We are seeking an experienced and dynamic individual to join our team as a Customer Success Manager. An ideal candidate will have 3+ years of experience in customer success in a related field (B2B SaaS, Software etc.). As CSM, you will be responsible for driving onboarding, training and support for customers of Beam AI, our construction takeoff product. This role may include a travel component for visiting customers onsite in the US and Canada.

Responsibilities of the Role:

• Customer Onboarding: Oversee the customer onboarding process to ensure it's efficient, scalable, and tailored to different customer segments.
• Product Adoption and Usage: Implement strategies to drive product adoption and usage, ensuring customers can leverage the full value of the solution.
• Upsell Motion: Drive measurable revenue expansion by proactively identifying and closing upsell opportunities across your portfolio.
• Account Management and Renewals: Manage key customer accounts to build strong relationships. Work on strategies for renewals and to prevent churn by identifying at-risk customers early and addressing their concerns.
• Feedback Loop and Product Improvement: Gather customer feedback and insights. Work closely with the product team to inform product development and improvements based on customer needs and feedback.
• Customer Advocacy and Engagement: Promote customer advocacy by identifying opportunities for case studies, testimonials, and referrals. Work with the marketing team to engage with the customer community through events, webinars, and forums.
• Metrics and Performance Analysis: Track key performance indicators (KPIs) for customer success, such as customer satisfaction scores (CSAT), Net Promoter Score (NPS), renewal rates, and churn rate for your accounts.

Requirements for the Role:

• 3+ years of experience in customer success in a related field (B2B SaaS, Software etc.)
• Excellent communication and interpersonal skills, including experience in building strong internal and external relationships
• Track record of customer facing roles in a fast-paced dynamic environment is preferred
• An ideal candidate should be empathic, display tact and poise under pressure
• Passion for helping customers succeed
• Strong analytical and problem-solving skills
• Ability to meet deadlines and work under pressure in a fluid environment
• Open to start-up and evening shift (US business hours)