Customer Success Manager

involve.ai

Remote - USA Remote

Full time

Oct 27

* The position is 100% Remote in the US*

We are a successful startup backed by VCs like Bonfire, Greycroft, BDMI, etc. We just raised our Series A led by Sapphire Ventures. Our VCs and angels are early investors in companies like Pendo, DocuSign, Square, Airbnb, Uber, Snowflake, Spotify, Salesforce, etc. Join our core team of sales professionals, demand degeneration specialists, content creators, product leaders, and AI engineers to create, launch, and market a new platform, www.involve.ai. The new technology has mentions on Forbes, Fortune, CIO review, and our founders Gaurav and Saumya were recently announced by Forbes 30 under 30. It is an opportunity to join a small core team at the ground level and create a go-to-market strategy. And a chance to build a generational company. 

Join the vision of making the world customer-obsessed!

involve.ai is looking for a growth-minded and collaborative individual to join our tech team. We have a culture of constant learning, with people who are always willing to coach you along your desired career path. We are a fast-growing SaaS company with the mission to organize all customer data for businesses in a unified dashboard to predict customer churn and upsells. As a team, we are growth-minded, collaborative, accountable, and always looking for a challenge to solve. We'd love to meet you!

The Role 

We are currently seeking a customer service professional to fill a CSM position. The ideal candidate will have previous experience in customer success at a SaaS company and/or at least 2-3 years of experience in sales or customer success in a software company.

As the face of involve.ai, the CSM defines the customer experience. As such we are looking for proactive candidates with a track record of delighting customers with excellent service.

Responsibilities

  • Drive adoption of involve.ai in the customer organization, including stakeholder buy-in, project plan management/timelines, training, demos, platform evangelism, implementation/roll-out, and configuration assistance.
  • Provide a stellar customer onboarding experience with the solutions architect from post-contract signing through implementation as well as regular customer touchpoints. 
  • Become the internal voice of the customer. Marshal resources across other Involve AI teams to solve issues and effectively communicate the needs internally.
  • Take ownership for each customer’s success and ROI with our services. Proactively consult to fully understand their needs and actively solve their pain points.
  • Build strong trust-based relationships with users and customer sponsors, often at the Director level and above.
  • Respond quickly to customer-submitted questions and requests, sometimes outside typical business hours.
  • Maintain portfolio and monitoring analytics, reports and KPIs. Create internal and customer-facing reports.
  • Solicit references, referrals and testimonials from customers. Help build our customer advisory board, and recruit other evangelists. 
  • Cross-functionality work with product, marketing and sales teams to communicate customer needs to design product features/offerings.
  • Manage the customer renewal process and identify upsell opportunities.
  • Any experience with Snowflake/SQL is a major plus

Qualifications

  • B.S. or B.A. required
  • Minimum 2-3 years experience in customer success or similar customer-facing role at a software company or SaaS startup, preferred
  • Proven track record of building rapport and relationships at all levels
  • Excellent writer and communicator with strong presentation skills via phone, online and in-person
  • Internet-savvy and entrepreneurial with a strong interest in tech startup culture
  • Able to effectively prioritize and execute tasks in a dynamic fast-paced environment
  • Strong understanding of online software (SaaS) services and technology stack, broadly defined
  • Account management, project management, and problem-solving skills
  • High level of organization and great attention to detail
  • Ability to learn new concepts quickly
  • Prior experience in SaaS account management or operations is a plus

Perks and benefits

  • People - involve.ai has an excellent cohort of like-minded professionals
  • Flexible schedules to make WFH more enjoyable
  • Robust healthcare plans-100% medical coverage for employees
  • Half-day Fridays
  • 10 days of PTO, 4 floating holidays, and up to 10 company holidays annually
  • Weekly company-wide “all hands” meetings
  • An OKR driven team so everyone is on the same page
  • Sponsor H1-B Visas

About involve.ai

involve.ai is an AI early warning system to supercharge customer teams with actionable insights and automation, so they can reduce churn, increase upsells, and improve customer experience. involve.ai is built with love in Santa Monica, California, and with team members in San Diego, San Francisco, Austin, New Delhi, Manilla, Buenos Aires, Ontario, and St. Petersburg, Russia just to name a few. To learn more about involve.ai, please visit https://www.involve.ai.

Our Core Values

Be Product Obsessed. We love making our product the best in the world. Every feature, every screen, every word is thought through. It's like magic, smooth, easy, fantastic. It's like Apple products, and the quality is like Japanese products. Its vision is like Tesla's products.

Grow every day. We make big bets, and we believe in the power of feedback and encourage a mindset of continuous learning and growth.

Have Internal-Drive. We're a company of builders who care deeply about real-world applications. And are internally driven to do good work. We understand that we can get to about the 90th percentile in our field by working either smart or hard, which is still a great accomplishment. But getting to the 99th percentile requires both.

Collaborate. We know that many of our biggest advances grow out of work done across multiple teams. We communicate and love working in teams.

Be Accountable. We own challenges, problems, solutions, and outcomes. We don't blame our team, circumstances, or luck. We take ownership, find issues, and execute quickly to improve.

Individuals seeking employment at involve.ai are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.

PLEASE NOTE - Direct applicants ONLY. Any recruiter/3rd party submissions we receive will be considered a gift.

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involve.ai

Prevent customer churn and grow revenue using AI

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