Founding Customer Success Manager

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Aspire Software

Site WebLinkedInTous les Emplois

1001 - 5000 employés

☁️ SaaS

🏢 Entreprise

🤝 B2B

SaaS • Enterprise • B2B

Aspire Software s'engage à nourrir, améliorer et développer les entreprises en investissant dans leurs ressources, connaissances et meilleures pratiques. Ils mettent l'accent sur l'autonomisation des leaders d'entreprise et l'encouragement de l'innovation grâce à une prise de décision décentralisée, visant à créer un environnement collaboratif et adaptable. Aspire Software sert une variété d'industries, offrant un soutien dans les fusions et acquisitions, l'expansion internationale et l'intelligence économique, tout en privilégiant les relations à long terme avec les clients et la croissance des employés.

Description

• 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.

🎯 Exigences

• 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.