Founding Customer Success Manager

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Aspire Software

WebsiteLinkedInAlle Stellen

1001 - 5000 Mitarbeiter

☁️ SaaS

🏢 Unternehmen

🤝 B2B

SaaS • Enterprise • B2B

Aspire Software engagiert sich dafür, Unternehmen durch Investitionen in deren Ressourcen, Wissen und Best Practices zu fördern, zu verbessern und zu erweitern. Sie konzentrieren sich darauf, Unternehmensleiter zu befähigen und Innovation durch dezentrale Entscheidungsfindung zu fördern, mit dem Ziel, ein kollaboratives und anpassungsfähiges Umfeld zu schaffen. Aspire Software bedient eine Vielzahl von Branchen und bietet Unterstützung in den Bereichen Fusionen und Übernahmen, internationale Expansion und Business Intelligence, wobei der Schwerpunkt auf langfristigen Kundenbeziehungen und Mitarbeiterentwicklung liegt.

Beschreibung

• Own customer onboarding and activation: Lead new customers through implementation, configuring Carla for their business, integrating with their rental management system, setting up the knowledge base, transfer rules, opening hours, and greeting flows. • Train customer teams on the Carla AI dashboard, analytics, call review, and configuration tools so they can self serve day to day. • Define and track activation milestones to ensure every customer reaches first value quickly: calls answered, bookings created, time saved. • Build and refine repeatable onboarding playbooks, documentation, and training materials as the customer base grows. • Own the ongoing customer relationship post onboarding: regular check ins, business reviews, and proactive outreach based on usage and performance data. • Monitor customer health metrics such as call volume, booking conversion, feature adoption, and dashboard engagement to spot risks early and act on them. • Manage renewals and ensure customers continue to see value as their business and Carla’s capabilities evolve. • Handle escalations with empathy and urgency, coordinating with Product and Engineering to resolve issues and close the loop with the customer. • Spot opportunities to expand usage within existing accounts: additional locations, higher tier plans, new features, or broader use cases. • Share structured customer feedback with Product and leadership to inform roadmap priorities, packaging decisions, and new vertical exploration. • Collaborate with Sales and Partnerships to support case studies, references, and customer stories that fuel new business growth. • Establish the foundations of the customer success operation: health scoring, onboarding workflows, renewal tracking, and escalation processes. • Maintain accurate customer records, notes, and lifecycle data in CRM (HubSpot). • Contribute to building a knowledge base of best practices, FAQs, and self service resources for customers.

🎯 Anforderungen

• 2 to 4 years of experience in customer success, account management, or implementation within B2B SaaS. • Demonstrated ability to onboard and retain customers, with a track record of driving adoption and reducing churn. • Strong project management instincts: comfortable managing multiple customer implementations and timelines simultaneously. • Excellent communication skills, both written and verbal, with the ability to train, present, and build trust with operators who are not necessarily technical. • Proactive and empathetic: you anticipate customer needs rather than waiting for escalations. • Comfortable working with data to monitor customer health, spot trends, and inform decisions. • CRM experience (HubSpot, Salesforce, or equivalent). • Self motivated, detail oriented, and comfortable working autonomously in a fast paced, evolving environment. • Preferred• Experience in the rental industry (car rental, equipment rental, fleet management) or adjacent verticals such as automotive, travel tech, or mobility is a strong plus. • Experience onboarding customers onto AI, automation, or voice/conversational technology products. • Experience building or materially improving customer success processes, playbooks, or health scoring from scratch. • Familiarity with SaaS products and API based integrations, enough to guide customers through configuration without needing engineering support for every question. • Startup or early stage SaaS experience where you had to build the function, not just run it.