Customer Success Manager

🕒 vor 6 Monaten

🏄 California – Remote

🏄 California – Remote

⏰ Vollzeit

🟡 Mittelstufe

🟠 Senior

🏆 Customer Success

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ept AI

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11 - 50 Mitarbeiter

🤖 Künstliche Intelligenz

🤝 B2B

☁️ SaaS

Artificial Intelligence • B2B • SaaS

ept AI ist eine Enterprise SaaS-Plattform, die KI-gesteuerte Wissensmanagement-, Kundensupport- und Vertriebsunterstützungstools für B2B-Technologieunternehmen bereitstellt, mit besonderem Fokus auf die Halbleiter-, Industrie-, Energie- und IoT-Sektoren. Sie liefert produktzentrierte KI-Assistenten — Chatbots, CRM-/Vertriebshandbücher, RFP- und technische Antwortgenerierung sowie kontextbezogene In-Produkt-Hilfe — die in bestehende Arbeitsabläufe integriert werden, um das Kundenerlebnis zu verbessern, den Vertrieb zu beschleunigen und den Support zu skalieren, wobei der Schwerpunkt auf Datensicherheit und kontinuierlichem Leistungsmanagement liegt.

Beschreibung

• Own Customer Outcomes • Build strong, advisory-level relationships with senior stakeholders across product, support, sales, and engineering. • Understand customer objectives, operating constraints, and success metrics, and translate them into a clear adoption strategy. • Track value realization across metrics such as CSAT improvements, ticket-deflection rates, rep productivity, and time-to-response. • Guide Successful Implementations • Partner with Forward Deployed Engineering and Product teams to align technical execution with business goals. • Manage onboarding timelines, deliverables, and cross-functional coordination to keep deployments on track and predictable. • Anticipate issues early, remove friction, and ensure customers experience a smooth path from rollout to steady-state use. • Lead Communication and Engagement • Facilitate meetings and executive reviews with clarity, confidence, and a command of both business and technical dimensions. • Listen closely and read between the lines to uncover root challenges, unspoken concerns, or evolving priorities. • Communicate platform capabilities and roadmap developments in a way that resonates with both technical leaders and operational teams. • Champion the Customer Internally • Surface patterns, requirements, and feature gaps with crisp articulation to Product and Engineering. • Help shape scalable playbooks, best practices, and feedback loops that raise the bar for our customer programs. • Partner with Sales on expansions, renewals, and executive alignment.

🎯 Anforderungen

• 5–8 years in customer success, solutions, product, support, or technical account management roles within enterprise software or infrastructure-heavy environments. • Strong technical literacy — ideally with an engineering background or experience supporting engineering-led products. • Confident communicating with senior leaders; able to steer conversations, guide decisions, and create clarity in complex situations. • Skilled at synthesizing signals from customers, asking the right questions, and uncovering underlying needs. • Comfortable leading high-stakes meetings, delivering presentations, and facilitating cross-functional sessions. • Highly organized with a disciplined approach to planning, scheduling, and managing customer deliverables. • Experience in AI, ML, developer platforms, or workflow automation is a plus.

🏖️ Vorteile

• Competitive compensation • Meaningful ownership • Opportunity to influence AI transformation in enterprise tech