Senior Customer Success Manager

📋 Description

• Guide customers in using Cognigy technology to boost value via AI use cases.
• Identify customer needs through structured discovery; coordinate solution deployment.
• Provide authoritative assessments and advice on our solutions; discuss impact and value.
• Engage with enterprise executives; articulate strategic business value to drive change.
• Define and track customer success metrics; report value delivered to the business.
• Design and implement retention strategies; conduct executive reviews; minimize churn.
• Craft compelling sales proposals aligned with customer goals and terms.
• Encourage and facilitate the development of customer advocates via case studies and referrals.
• Work in close synergy with sales and technical teams to drive loyalty and satisfaction.

🎯 Requirements

• At least 5 years as a Customer Success Manager in software.
• CCaaS, AI or conversational AI required.
• Understand strategic business value and ROI objectives.
• Exceptional written and spoken communication; build rapport.
• Empathetic, user-centric approach to customer needs.
• Analytical, structured problem-solving; CRM and CS tools experience.
• Willing to travel up to 20% in the USA.
• Strong SaaS knowledge; optimize business and IT processes.
• Able to align with customer ROI goals and outcomes.
• Aligned with company values and culture.
• Motivated to see AI drive business outcomes.

🎁 Benefits

• Global company with internal career opportunities across roles.
• Fast-paced, collaborative, and creative work environment.
• Opportunities to learn and grow in AI technology.