Position Description : We are looking for a full time Customer Success Manager for our self-serve online SaaS platform. We are looking for empathic, passionate individuals who can support our customers at every step of the buyer journey. The Customer Success Manager at Attentive AI will be responsible for reducing churn, driving retention revenue and promoting customer advocacy. Ideal candidates will have a data-driven analytical mindset, passion for helping customers succeed and strong communication skills

Roles & Responsibilities :

- Ensure customers are able to capture full value from the product

- Support customer onboarding, training account set-up and first-usage of the product

- Track customer behavior via Google Analytics and internal dashboards to identify issues and resolve them early on.

- Address queries, resolve customer issues and engage with customers to understand their feedback on the product

- Drive retention and reduce churn by identifying account level issues early on and addressing those issues before they escalate

- Monitor key product usage metrics for SaaS platform customers

- Connect with customers to understand their evolving needs from the product

- Make customers aware of resources such as knowledge base articles, tutorials, how-to videos etc. so that they can better use the product

- Develop customer support resources

- Keep customers updated on upcoming changes to the product and planned product roadmap features that they may find useful

- Support up-selling and cross-selling in the account to drive revenue.

Required Skills & Experience :

- 2+ Years of experience in account management, customer success management (CSM)

- Experience in customer-facing roles in B2B companies is preferred; Experience in B2B SaaS is ideal

- Strong 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

- Ideal candidate should be empathic, display tact and poise under pressure.

- Passion for helping customers succeed

- Open to start-up and evening shift

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