WerQ AI
Sr. Manager, Customer Success
WerQ AI, Los Angeles, California, United States, 90079
At WerQ AI, we believe that customer success is paramount to our mission of leveraging AI to transform workplace efficiency. We are seeking a Senior Manager of Customer Success to lead our efforts in delivering exceptional support and ensuring that our clients achieve their desired outcomes with our innovative solutions. In this critical role, you will guide a dedicated team of Customer Success Managers, focusing on fostering long-term relationships, driving user engagement, and maximizing satisfaction. You will collaborate closely with other teams within the organization to advocate for customer needs and influence product enhancements. If you are passionate about customer success and have a proven track record in driving value for clients, we invite you to join our dynamic team and contribute to our mission.
Responsibilities
Lead, mentor, and develop the Customer Success team, promoting a culture of excellence and proactive client engagementDefine and implement customer success strategies that align with business goals and drive customer satisfactionOversee customer onboarding, ensuring a seamless transition and effective utilization of our AI productsMonitor customer health metrics, identify risks, and implement strategies to improve retention and upsell opportunitiesConduct regular check-ins and business reviews with clients to understand their needs, gather feedback, and advocate for their interestsCollaborate with the product and engineering teams to communicate customer feedback and influence product developmentDevelop and maintain customer success resources, including training materials, best practices, and playbooks
Requirements
Bachelor's degree in Business Administration, Technology, or a related field; Master's degree is a plus7+ years of experience in customer success, account management, or a related field, preferably in the tech or AI industryDemonstrated track record of managing customer relationships and driving strategic valueStrong understanding of customer success metrics and methodologies, including onboarding, retention, and advocacyExceptional communication, presentation, and interpersonal skills, with the ability to engage clients and foster relationshipsProficient in using customer success tools and CRM software (e.g., Salesforce, Gainsight)Strong leadership abilities and experience in managing and mentoring a teamPassion for technology and a commitment to empowering clients through innovative solutions
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Responsibilities
Lead, mentor, and develop the Customer Success team, promoting a culture of excellence and proactive client engagementDefine and implement customer success strategies that align with business goals and drive customer satisfactionOversee customer onboarding, ensuring a seamless transition and effective utilization of our AI productsMonitor customer health metrics, identify risks, and implement strategies to improve retention and upsell opportunitiesConduct regular check-ins and business reviews with clients to understand their needs, gather feedback, and advocate for their interestsCollaborate with the product and engineering teams to communicate customer feedback and influence product developmentDevelop and maintain customer success resources, including training materials, best practices, and playbooks
Requirements
Bachelor's degree in Business Administration, Technology, or a related field; Master's degree is a plus7+ years of experience in customer success, account management, or a related field, preferably in the tech or AI industryDemonstrated track record of managing customer relationships and driving strategic valueStrong understanding of customer success metrics and methodologies, including onboarding, retention, and advocacyExceptional communication, presentation, and interpersonal skills, with the ability to engage clients and foster relationshipsProficient in using customer success tools and CRM software (e.g., Salesforce, Gainsight)Strong leadership abilities and experience in managing and mentoring a teamPassion for technology and a commitment to empowering clients through innovative solutions
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