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Customer Success Manager
Updated on 3/29/2023
Canada • Remote
Experience Level
Desired Skills
  • You have a consultative approach with 5+ years of experience in a technical Customer Success role. Preferably in a tech or B2B SaaS environment in support, sales or e-commerce platforms
  • Strategic mindset with experience in owning projects and identifying opportunities for expansion within Customer accounts
  • Exceptional written and verbal communication skills with a high-level of professionalism and the ability to articulate technical topics to non-technical audiences, executives, and key stakeholders
  • Prior experience maintaining and managing multiple competing priorities, while working effectively in a results-driven culture
  • Ability to develop relationships quickly and deeply as you will be required to maintain and develop relationships with our VP level Customers
  • Ability to work autonomously with a reliance on asynchronous communication while maintaining a deep curiosity for product knowledge and use case development
  • Technical Knowledge: Working knowledge of APIs, meta data and data structures, integrations and implementations
  • Lead account planning for an assigned portfolio of Customers as it relates to retaining the current business and identifying new opportunities for growth
  • Deliver Executive Business Reviews to key Customer stakeholders (VP level and C-Suite) to ensure Ada is delivering business value
  • Drive adoption of the platform and introduce new and existing features
  • Remove blockers and ensure a path to long term success
  • Successfully lead the renewal motion of contracts in partnership with a Renewals Manager
  • Understand and anticipate customer needs and work with Product to prioritize customer Feedback with a data-driven, revenue-impact lens
  • Achieve NPS goals and create customer advocates to generate strong references, referrals, and case studies

201-500 employees

Conversational customer experience AI software