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Customer Success Manager
Userpilot • Austin, TX 78704 • Posted 4 days ago
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In-person • Full-time • Mid Level
Job Highlights
Using AI ⚡ to summarize the original job post
As a Customer Success Manager at Userpilot, you will be the primary point of contact for customers from a product perspective, working closely with their Relationship Manager to ensure a positive product experience. Your role involves product education, strategy, account reviews, webinars, and managing customer correspondence to build strong relationships throughout the customer lifecycle. You will also be responsible for renewals, retention, and gathering and sharing customer feedback with product teams.
Responsibilities
- Developing strong, positive relationships with customers, acting as their primary point of contact for all things product.
- Being a customer advocate by mediating between customer requests and company vision, while voicing their needs to the internal team.
- Understanding the customer's business, goals, metrics, and challenges to provide personalized assistance.
- Continuously monitoring customer usage and behavior to identify any issues or areas where customers may need support.
- Providing strategic consultation to customers on best practices to push for value.
- Updating customers about changes and modifications to the product.
- Conducting regular account reviews, and building success plans with the customer.
- Owning renewals and retention of revenue for your book of business.
- Initiating collaborations for case studies.
- Gathering and sharing customer feedback with product teams.
- Investigating and escalating any technical issues a customer encounters.
Qualifications
Required
- At least 2 years in a Customer Success / Solutions Engineer / Account Management / Onboarding role in a B2B SaaS company
- Experience managing a book of business; knowing how to segment, prioritize and engage with customers efficiently & effectively
- Owned technical demos & understand how to demonstrate value
- Can identify customer pain & goals, by asking good discovery questions
- Have basic sales acumen (to aid a successful RM partnership)
Preferred
- Experience working with customer engagement/analytics products
- More expert technical acumen
- Fluency in additional languages
- Have a fundamental understanding of APIs / Javascript etc
Full Job Description
Company and Job Overview
Userpilot helps teams personalize the product experience at scale. With a fully customizable product experience layer that sits on top of the UI, product teams can quickly create contextual user experiences that trigger for the right person at the right stage of the user journey. This can help teams optimize for user activation and maximize feature engagement. There is nothing more powerful than engaging users with a feature when it's actually relevant; something that cannot be done with a static UI that never changes.
With a solution as versatile as ours, our Customer Success Managers are a critical component in helping show our customers how to tailor the product capabilities to their needs. You'll be the main point of contact for our customers from a product perspective, teaming up with their Relationship Manager. You will own product education & strategy, account reviews, webinars, and general product-based correspondence with our customers, in order to build strong relationships that extend through the lifecycle of the customer.
The Roles of CSM at Userpilot
Qualifications for Customer Success Manager
Minimum Requirements:
Bonus requirements:
Userpilot helps teams personalize the product experience at scale. With a fully customizable product experience layer that sits on top of the UI, product teams can quickly create contextual user experiences that trigger for the right person at the right stage of the user journey. This can help teams optimize for user activation and maximize feature engagement. There is nothing more powerful than engaging users with a feature when it's actually relevant; something that cannot be done with a static UI that never changes.
With a solution as versatile as ours, our Customer Success Managers are a critical component in helping show our customers how to tailor the product capabilities to their needs. You'll be the main point of contact for our customers from a product perspective, teaming up with their Relationship Manager. You will own product education & strategy, account reviews, webinars, and general product-based correspondence with our customers, in order to build strong relationships that extend through the lifecycle of the customer.
The Roles of CSM at Userpilot
- Developing strong, positive relationships with customers, acting as their primary point of contact for all things product.
- Being a customer advocate (Mediate between customer requests and company vision, while being sure to voice their needs to the internal team)
- Understanding the customer's business, goals, metrics, and challenges to provide personalized assistance.
- Continuously monitor customer usage and behavior to identify any issues or areas where customers may need support.
- Provide strategic consultation to customers on best practices to push for value.
- Updating Customers (communicate with customers about changes and modifications to the product)
- Conducting regular account reviews, and building success plans with the customer
- You will own renewals and retention of revenue for your book of business
- Initiating collaborations for case studies
- Gathering and sharing customer feedback with product teams
- Investigate and escalate any technical issues a customer encounters.
Qualifications for Customer Success Manager
Minimum Requirements:
- At least 2 years in a Customer Success / Solutions Engineer / Account Management / Onboarding role in a B2B SaaS company
- You have experience managing a book of business; knowing how to segment, prioritize and engage with your customers efficiently & effectively
- Have owned technical demos & understand how to demonstrate value
- Can identify customer pain & goals, by asking good discovery questions
- Have basic sales acumen (to aid a successful RM partnership)
Bonus requirements:
- Experience working with customer engagement/analytics products
- More expert technical acumen
- Fluency in additional languages
- Have a fundamental understanding of APIs / Javascript etc
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