Customer Success Manager

Lang.ai

United States Remote

Full time

Aug 9

Lang is on a mission to empower everyone to benefit from the power of AI.

Through the applications of Lang’s technology, CX teams are able to scale more efficiently. Lang automatically tags every customer conversation in real-time. By tagging each interaction, companies can extract more granular insights about their client interactions and more intelligently resolve their issues through easy-to-deploy automation rules.

We work with some of the fastest-growing companies in the US like Hippo Insurance, Freshly, Ramp, Pair Eyewear, Rue Gilt Groupe, as well as international companies such as Caixabank and Más Móvil.

We have grown our revenue by 10X in the last 18 months. We are seeking talented individuals to join our global team. This is only the beginning as we aim to become the service data platform of reference in the market (https://www.lang.ai/blog/sdp).

Learn more about the company here: https://www.lang.ai.

WHAT YOU BRING TO THE TABLE

Customer Success Managers are key to Lang's overall growth strategy. Post implementation, Lang CSMs will own account planning for expansion strategies for our key customers. 

Your day to day activities will include:

  • Developing and owning customer relationships with key stakeholders across CX, Support, Product Operations, Product Mgmt and Marketing 
  • Structure Account Plans for all accounts
  • Establish success metrics for customers using Lang
  • Maintain a stakeholder and relationship map between Lang and our customers
  • Establish growth plans for all accounts to drive increased consumption of Lang as well as upsell additional use cases and product offerings 
  • Develop a cadence and engagement for customer touch points including bi-weekly/monthly meetings, QBRs and executive touchpoints 
  • Determine meeting agendas, lead biweekly/monthly meetings, and communicate with customers about the next steps
  • Own renewals and upsell sales cycles for the customer
  • Align with Platform Success, Support and Product to solve customer issues while using the platform and other internal software and collect customer feedback

WHAT WE EMPOWER YOU WITH

Your main goal will be to expand usage of the Lang platform across different users and use cases. This in turn will increase the value that our customers yield from Lang and strengthen our partnership with customers. You’ll be an advocate for your customers by looking for new and innovative ways to apply Lang to improve their business!

WHO YOU ARE

  • 1+ years experience in Customer Success or account management with responsibilities for driving strategic growth within accounts
  • Knowledge and experience using service platforms (Zendesk, Salesforce, Service Cloud)
  • 1+ years experience in tech companies or a digital product
  • Ability to build trusted advisor relationships with customer stakeholders
  • Ability to quickly learn client requirements and understand a new industry
  • Ability to lead thoughtful discussions with clients and internal team members
  • Excellent verbal and written communication skills
  • Driven by a desire for excellence in a fast-paced, high knowledge industry
  • Experience using no-code software, support automation tools (Ada, Solvvy, etc.), or data analytics tools (Excel, Looker, Tableau)
  • Bonus: Being a Spanish speaker (as well as other languages)
  • Bonus: Experience with managing API integrations or products like Zapier or Microsoft Flow

INCLUSION AT LANG.AI

We’re committed to building a culturally diverse team and strongly encourage you to apply regardless of your background, race, gender, sexual orientation or any other personally defining attribute. We celebrate what makes you unique and put simply, we want you to come as you are.

OUR IMPACT ON YOU

  • Competitive base salary
  • Remote-first environment
  • Our origins are in Spain and we believe healthcare should not be a worry for our employees. In line with that, we offer 100% Medical with the best plans available, as well as 100% Dental and Vision Insurance coverage, and 50% for dependents.
  • 23 vacation days
  • 9 US holidays
  • 401k matching
  • Onsite company gatherings and culture events
  • Global team

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Lang.ai

Automated tagging of support tickets and calls. We build AI for business users and help their support teams scale.

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