Customer Success Manager

Job description

If you shop online (and who doesn’t these days?), chances are you’ve already interacted with Notch AI Agent.

At Notch, we’re building a platform that will enable every company in the world to create autonomous AI agents for everything from customer service to commerce.

Sounds exciting? Then read on because we’re pursuing the best and the brightest minds to help us achieve our vision.

Notch empowers brands to grow their direct-to-consumer business through top-notch customer interaction and support. We’re looking for a commercially driven Customer Success Manager to set the vision, strategy, and roadmap for our brands.

How you’ll make an impact:

• Manage Relationships: Build and maintain strong relationships with our customers' key decision-makers and stakeholders. Serve as their primary point of contact and exceed their expectations.
• Act as a strategic advisor by consistently finding new sources of value for your clients and improving their service while leveraging Notch AI solutions.
• Seek to understand the ‘why’ and ask the right questions to build and maintain strong client relationships, resulting in trusted partnerships.
• Leverage data and performance metrics to: increase automation, optimize the customer experience, understand & achieve client goals, evaluate the health of your clients, and identify pain points.
• Be the voice of your customers by advocating internally for solutions to boost long-term customer value and increase automation.
• Proactively identify opportunities to streamline the customer journey and organically grow your portfolio of clients.
  

About you:

• 3-5+ years of experience in a CSM or Account Management role, either with Mid-market or SMB accounts – preferably in a SaaS.
• General understanding of the customer support space, including help desk platforms and E-Commerce best practices.
• ‘Retention’ and 'success' mindset, with a proven record of retaining and growing client relationships. You want your clients to thrive and benefit from Notch product’s added value.
• Experience building collaborative relationships with customers and colleagues. You enjoy being part of the customer journey and partnering with your teammates on challenging problems.
• Ability to prioritize while managing multiple projects and initiatives in a fast-paced, changing environment.
  

Bonus points for:

• Experience in fast-growing tech startup / B2B SaaS / e-commerce.
• Solid understanding of customer support or helpdesk platforms.
• Strong Communication Skills: Exceptional verbal and written communication abilities.

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