The Opportunity
As a Customer Success Manager at Seamless, you will be responsible for the retention and expansion of Seamless AI’s accounts in our small business segment. The SMB CSM is responsible for driving growth and product adoption across the overall book of business, while ensuring the success of our customers and maximizing lifetime value. The SMB CSM will also be responsible for actively contacting customers, identifying situations that may put these clients at-risk while working to solve them, and serving as a direct through-line for feedback to our leadership team on the needs of our customers as it affects our product road-map.
Responsibilities
- Engage with existing customers, understanding their needs and experiences with Seamless.AI to ensure satisfaction and identify opportunities for account growth
- Lead the renewal process from start to finish, including contract negotiations, ensuring a high retention rate
- Develop and implement strategies to increase customer investment in Seamless.AI products and services
- Work closely with customer success and sales teams to identify opportunities for account expansion
- Conduct regular account reviews to monitor customer satisfaction and identify any potential issues before renewal
- Maintain accurate records of customer interactions, transactions, and feedback, while using this data to improve future strategies
- Stay updated on Seamless.AI product developments and industry trends to provide knowledgeable support and advice to customers
- Leverage a combination of tech-touch and personal-touch outreach to employ a proactive approach to ensuring customer health across the SMB customer-base
- Take a consultative approach to make sure that the customer is maximizing their usage of Seamless.AI, and ensure that they will renew their subscriptions year over year
- Keep track of customer organizational changes, identify at risk customers, and coordinate efforts to eliminate risk
- Escalate issues to drive resolution in a timely, proactive manner
Education and Requirements:
- Bachelor’s Degree in Business, Marketing, or a related field
- 2-3 years experience in sales, account management, or customer success, preferably in a technology or SaaS environment
- Excellent written and verbal communication skills
- Team player, able to work alongside several internal teams
- Detail-oriented, Well organized, Sales experience an advantage
- Salesforce, Gainsight, Outreach, high density call volume experience an advantage
- Ability to learn new technologies quickly and train others
- Strong negotiation and closing skills
- Ability to build rapport and foster long-term relationships with customers
- Self-motivated with a results driven approach
