Customer Success Manager

🎭 Role

We are a startup that has raised $30M in funding led by Inovia, Y Combinator, and GTM Fund. We are looking for a Senior Customer Success Manager to join our team. This individual will contribute to all aspects of Customer Success, ensuring customers achieve their desired outcomes and maximize the value of gaiia, resulting in long-term satisfaction, retention, and advocacy. We are seeking a Senior Customer Success Manager to join our growing Customer Success team and ensure all of our customers are raving fans. Working together with the Head of Customer Success, the Director of Customer Solutions, and the rest of our CS team, you will be responsible for helping our customers get the most out of gaiia by providing pre- and post-implementation support, proactively identifying opportunities to provide resources and training, and building strong relationships with key stakeholders. You'll be responsible for your own book of customers and become an expert on their unique business processes.

💻 What You're Going to Do

Customer Advocacy and Relationships:

• Manage customer relationships from post-sales kickoff, through implementation, and beyond. You'll get to know our customers' businesses and goals inside out and be able to provide them with strategic recommendations on how to use our software effectively.
• Host regular meetings with customers to ensure satisfaction and maximum value add from the product. Build strong and trusted relationships with key stakeholders in client organizations, including C-level executives and decision-makers.
• Act as a customer advocate within the company, ensuring that customer feedback and needs are effectively communicated to product and engineering teams.

Customer Onboarding and Implementation:

• Work closely with our program management, migration solutions and solutions engineering teams to oversee customer implementation processes, ensuring successful migration, user training, and customer relationship-building.
• Provide customized training to customers on each of gaiia's product modules.
• Collaborate with engineering and product to manage customer feature requests and go-live requirements.

Process Improvement:

• With a focus on AI adoption, identify ways we can improve customer success's day-to-day operations as we continue to scale, finding new strategies and tools to make our work more efficient.
• Work cross-functionally with teams like sales and product to improve inter-departmental processes.

Customer-Facing Documentation:

• Develop and maintain comprehensive customer-facing documentation, including knowledge base articles, videos, FAQs, and user guides.
• Ensure that the documentation is up-to-date, accessible, and valuable for customers, reducing the need for repetitive support inquiries.

Technical Support:

• Provide technical support and guidance to customers, addressing their inquiries and issues related to our operating system.
• Collaborate with the technical team to escalate and resolve complex technical challenges faced by customers.

Community Building & Enablement:

• Develop and nurture community of current customers and future prospects, with a focus on connecting likeminded people and building gaiia's ecosystem.
• Create a space for sharing of best practices, thought leadership, and business insights that enrich the ISP community and promote gaiia's customer-centric philosophy.

👀 What we are looking for

• Previous experience in a Customer Success, Client Management, or Management Consulting role.
• Strong commitment to customer satisfaction and the ability to maintain strong customer relationships.
• Excellent communication skills—you'll need to effectively engage customers and build strong rapport as the relationship owner for several customer accounts, and communicate directly with internal product and engineering teams.
• Teamwork spirit and effective collaboration skills with various stakeholders.
• Ability to manage multiple accounts and balance various tasks effectively.
• Interest in modern telecommunications challenges.
• Ability to understand and articulate technological challenges and decisions.

🎖️ Qualifications

• At least 2+ years in a Customer Success role.
• Experience with B2B software.
• Experience with Customer Support tools (Zendesk, Intercom, etc.)
• Bonus: Knowledge or experience in the telecom industry or with CSPs.