testRigor

Customer Success Manager

• Generative AI is changing how Software Engineering is done today. Engineers will rely more on Generative AI as they can afford to do today.
• We are a YC company with customers like Burger King, USDA, Cisco, etc.
• Remote VP – Customer Success; build and lead the customer success function for our global customers; will be responsible to not just run the customer success operation for today but also make sure that it is ready for tomorrow's challenges. You will be expected to identify and implement changes required for the same and will be the change catalyst to drive these changes.
• Responsibilities:
• Mainly help our customers be more successful at what they do for QA driving upsell/cross-sell in Enterprise organizations
• Setup clean and clear processes in the organization
• Setup proper well-defined onboarding flow
• Maintaining the relationship with our global Enterprise customers and ensure customer retention, customer adoption targets are met to improve the stickiness of our customers.
• Develop frameworks and engagement models that optimize customer success, team staffing and overall customer engagement
• Drive alignment between Sales, Customer Success, Support, Product, Services and Engineering
• Lead the onboarding and continued skill development of Customer Success Teams
• Establish key performance metrics, track and report on success, as well as opportunities for enhancement and identify key trends in customer experience and health metrics in order to refine how we serve our customers
• Enhance the use of tools to improve Customer Success efficiencies and impact
• Work closely with our Product team to relay Customer insights and provide feedback to improve product strategy
• Collaborate with Marketing to celebrate customers' success through advocacy and cross-customer interactions
• Understand the client's needs and pain points to help to configure the software for the client.
• Responsible for creating policies and procedures that optimize the customer experience. CSM's may gather feedback from their customers, study other customer success programs, and analyze customer data to identify the best practices. You must establish policies the entire staff can adhere to so all customers receive the same quality of service.
• Generate leads and opportunities for cross-sell and drive renewals conversation and work with the Sales team

VP of Customer Success