Customer Success Manager

🕒 il y a 6 mois

🏄 California – Distant

🏄 California – Remote

⏰ Temps Plein

🟡 Intermédiaire

🟠 Senior

🏆 Customer Success

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ept AI

Site WebLinkedInTous les Emplois

11 - 50 employés

🤖 Intelligence artificielle

🤝 B2B

☁️ SaaS

Artificial Intelligence • B2B • SaaS

ept AI est une plateforme SaaS d'entreprise qui fournit des outils de gestion des connaissances, de support client et d'activation des ventes alimentés par l'IA pour les entreprises technologiques B2B, avec un focus particulier sur les secteurs des semi-conducteurs, de l'industrie, de l'énergie et de l'IoT. Elle offre des assistants IA centrés sur le produit — chatbots, guides CRM/ventes, génération de réponses techniques et RFP, ainsi qu'une aide contextuelle intégrée au produit — qui s'intègrent aux flux de travail existants pour améliorer l'expérience client, accélérer les ventes, et élargir le support tout en mettant l'accent sur la sécurité des données et la gestion continue des performances.

Description

• 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.

🎯 Exigences

• 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.

🏖️ Avantages

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