Customer Success Manager (US Market)

Job Description

About us Skit.ai is the pioneer Conversational AI company transforming collections with omnichannel GenAI-powered assistants. Skit.ai s Collection Orchestration Platform, the world s first solution, streamlines collection conversations by syncing channels and accounts. Skit.ai s Large Collection Model (LCM), a collection LLM, powers the strategy engine to optimize interactions, enhance customer experiences, and boost bottom lines for enterprises. Skit.ai has received several awards and recognitions, including the BIG AI Excellence Award 2024, Stevie Gold Winner 2023 for Most Innovative Company by The International Business Awards, and Disruptive Technology of the Year 2022 by CCW. Skit.ai is headquartered in New York City, NY. Visit https://skit.ai/ Job Title : Customer Success Manager Work Location : Bangalore Shift : US Shift (6:30 pm - 3:30 am IST) Job Role: Own onboarding, nurturing, retention, up-selling and ongoing success for all customers Work closely with customers to ensure that they fully utilize the product capabilities to ensure fast time to value and continued value generation Address customer issues on priority to ensure high CSAT Highlight any issues/concerns which might be impacting CSAT/Value/retention internally to product / sales / Finance / management and ensure follow-up for intime redressal Maintain discipline around too/metrics update to ensure end to end customer health tracking Work closely with marketing team to create referral opportunities/ advocates within the customer portfolio Ensure portfolio retention and expansion targets are met Partner with cross functional teams to ensure customer feedback is incorporated into the product roadmap Experience: 3 to 6 years of customer facing experience in customer success, consulting or professional services for a SAAS/ AI firm. Prior experience with early/mid stage B2B start-ups will be preferable. Deep customer handling experience. Incredible precision, attention to detail, and organization skills. Demonstrated experience using analytical tools to measure performance, determine improvements and innovations, and make adjustments accordingly. Strong end to end ownership of metrics and numbers. Experience working with cross-functional teams and projects especially sales, product and engineering. Qualifications: B.Tech/BE/MBA preferred; prior experience or strong aptitude for technical domain. Currently CSM/Professional services manager at a reputed SAAS/AI firm. Consultant at a reputed consulting firm with experience handling customer relationships directly.