Customer Success Manager- B2B SaaS

Fireflies.ai is the #1 AI voice assistant

We are seeking a passionate and results-driven Customer Success Manager to join our team. In this role, you will play a pivotal role in ensuring our customers achieve their desired outcomes while using our SaaS products. You will be responsible for building strong, lasting relationships with our customers, understanding their needs, and guiding them to success. Customer education and Adoption of features like Implementing AI apps, integrations, workflows, Health checks, low usage analysis, and ensuring retention.

Responsibilities:

• Customer Onboarding:

  Assist new customers in getting started with our product, providing guidance, and training, and ensuring a smooth onboarding process.

• Account Management:

  Develop and maintain strong relationships with key customer accounts. Act as their main point of contact and advocate within the company. Exploring expansion opportunities and PLS

• Product Expertise:

  Become an expert in our SaaS product(s) and stay updated on new features and enhancements. Be able to effectively communicate product benefits and solutions to customers.

• Customer Training:

  Create and deliver training materials and webinars to help customers maximize the value of our product.

• Customer Support:

  Address customer inquiries, resolve issues, and escalate when necessary. Ensure timely responses to customer support tickets.

• Customer Feedback:

  Gather customer feedback, case studies, quotes, g2 reviews, and insights to provide input to the product development team for continuous improvement.

• Renewals and Upselling:

  Monitor customer usage and work on renewing subscriptions. Identify opportunities for upselling and cross-selling additional services or features.

• Customer Success Plans:

  Collaborate with customers to create and execute customer success plans that align with their goals and objectives.

• Churn Prevention:

  Proactively identify and address factors that may lead to customer churn. Develop strategies to mitigate churn and increase customer retention.

• Reporting:

  Maintain and provide regular reports on customer engagement, satisfaction, and product usage to internal stakeholders.

Qualifications:

• Bachelor's degree in a relevant field (Business, Marketing, Computer Science, etc.).
• Previous experience in a Customer Success role, preferably within the B2B SaaS industry.
• Strong communication, interpersonal, and relationship-building skills.
• Excellent problem-solving abilities and a customer-centric mindset.
• Proven ability to work independently and as part of a team.
• Familiarity with Customer Relationship Management (CRM) software is a plus.

Note: Availability to work in the PST time zone and accommodate North American customer needs.

Values that are important to us :

• You're data-driven and customer-focused
• You have excellent communication written and oral (a must-have for remote teams)
• You measure your results & automate when possible
• You get 10% better at something every week
• You have an internal compass and take accountability & initiative
• You thrive in globally distributed, 100% remote teams

Perks & Benefits:

• Competitive compensation
• Work remotely from anywhere
• Opportunities to move laterally within a team and grow rapidly
• Paid time off and flexible leave policy
• A "no boss" culture that empowers you to take ownership
• Flexible working hours to fit your lifestyle
• LGBTQ+ friendly
• Fun international offsite to connect and recharge
• Tech reimbursements to support your work