Customer Success Manager – Senior

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October 23

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Cyara

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Artificial Intelligence • SaaS • Telecommunications

Cyara is an AI-led customer experience assurance platform that provides comprehensive solutions for monitoring, testing, and optimizing customer journeys across various channels. The platform supports seamless testing of IVRs, chatbots, live voice interactions, and cloud contact centers, ensuring flawless customer interactions and experiences. Cyara's innovative approach utilizes sophisticated bots to simulate real customer interactions, identify issues, and improve performance before any customer impact occurs. With its no-code, user-friendly interface, Cyara enables companies to innovate faster, mitigate risks, and maintain a customer-centric focus while achieving significant ROI and cost savings. Trusted by top technology, health insurance, and car insurance companies, Cyara plays a crucial role in enhancing customer satisfaction and operational efficiency.

201 - 500 employees

Founded 2011

🤖 Artificial Intelligence

☁️ SaaS

📡 Telecommunications

💰 Private Equity Round on 2022-01

📋 Description

• Own customer outcomes and ensure each customer receives value from Cyara’s solutions throughout their lifecycle • Understand the value of Cyara to the customer and be able to articulate that through measurable ROI back to key stakeholders and executives • Negotiate long-term renewals with keen attention to detail and with secured revenue uplift • Act as a program manager throughout the entire customer journey including professional services engagements • Understand the customer pain points and strategic objectives and how they can be solved with Cyara’s technology • Build adoption and value plans with customers to set a long-term vision for success and growth • Deliver insights based on customer and industry usage to identify areas for improvement, optimization and expansion • Act as an escalation point when things are not going to plan • Organize and host regular customer check-in meetings, onsite visits and Executive Business Reviews • Coordinate and manage customer special requests & projects • Serve as a technical bridge between stakeholders at all levels, translating complex product capabilities into strategic value for C-suite executives while providing hands-on technical guidance to end users and implementation teams • Identify new opportunities within our existing customer base and grow revenue opportunities; Cross-sell & Upsell • Travel may be required from time to time

🎯 Requirements

• 5+ years of experience in a Customer Success Role • Consistently delivers excellent customer experience • Strategic mindsight with experience managing large, multinational accounts • Can have strategic conversations with and confident presenting to senior customer executives • Able to act as a quarterback to leverage internal resources to deliver customer outcomes • Demonstrated background in developing and managing commercial relationships • Proven track record of meeting and exceeding targets • Strong technical acumen to add value to customer discussions and translate product strengths into business value • Strong program management skills • Strong analytical skills/ ability to identify patterns and spot trends • Previous experience working in a SaaS environment, or telecoms would be a distinct advantage • Knowledge of testing, the software development lifecycle desirable • Bachelor's degree in a related discipline is desirable

🏖️ Benefits

• Flexible work environment • Competitive compensation