Related skills
crm data analytics saas ai automation📋 Description
- Lead and develop a high-performing team of CSMs focused on retention and AI adoption
- Hire and retain exceptional team members to handle larger, more complex books
- Drive KPIs across renewals, expansions, product adoption, AI utilization, and automation
- Act as strategic escalation point to mitigate risk and drive opportunities
- Ensure consistent processes/SLAs to collaborate with Product, Engineering, TAMs, and Support
- Design and launch scalable internal processes for the CS team
🎯 Requirements
- 10+ years of CS or AM with technical SaaS, ideally including AI/automation
- 3+ years of management experience leading CS or AM teams
- Experience guiding enterprise customers through digital transformation, automation or AI adoption
- Expert negotiation skills including renewals, mitigating losses, expansions, and upsell/cross-sell
- Proven ability to identify risk and opportunity through data analysis
- Experience with enterprise accounts ($500K - $1M ARR+) both managing directly and leading teams
🎁 Benefits
- Competitive salaries and stock options
- In the U.S.: healthcare coverage, 401K, WiFi/mobile reimbursement, vacation
- In the UK: pension, supplemental health insurance, and other perks
- Diversity & Inclusion at Kustomer; equal opportunity employer
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