Customer Success Manager

Role Overview: ZenTrades.AI is a fast-growing AI agent platform revolutionizing compliance-heavy industries such as fire safety and electrical, with over 150 customers and growing ~15% month-over-month. As a Customer Success Manager at ZenTrades, you will play a pivotal role in driving product adoption, proactive customer management, onboarding excellence, account growth, cross-functional collaboration, data-driven decisions, customer advocacy, leadership, and team building. Key Responsibilities: - Drive Product Adoption: Ensure customers understand and engage with the product to maximize value, driving retention and growth. - Proactive Customer Management: Monitor customer health, identify risks early, prevent churn, and promote renewals and upsells. - Onboarding Excellence: Lead a seamless onboarding process, adapting to each customer's unique requirements for success. - Account Growth: Nurture key accounts, provide customized solutions, and identify growth opportunities. - Cross-Functional Collaboration: Work closely with product, sales, and marketing teams to communicate insights and drive improvements. - Data-Driven Decisions: Optimize customer success strategies using data, measure success metrics, and adjust tactics to meet KPIs. - Customer Advocacy: Represent the voice of the customer within ZenTrades, ensuring their needs and feedback are considered. - Leadership and Team Building: Lead, mentor, and develop a team of customer success managers to drive performance and growth. - Flexibility and Adaptability: Handle multiple customer demands in a fast-paced environment where priorities may shift. Qualifications Required: - Educational Background: BTech (or equivalent) + MBA (or equivalent) with 5-8 years of relevant B2B SaaS experience. - Customer-Centric: Strong focus on customer success, cross-selling, upselling, and driving satisfaction. - Entrepreneurial Mindset: Experience in building a company from ground zero. - Understanding of North American Market: Crucial for future SaaS product-market fit. - Problem-Solver: Exceptional at addressing complex customer issues and developing practical solutions. - Leadership Experience: Demonstrated leadership in customer success or account management, with mentorship skills. - Technical Knowledge: Familiarity with SaaS products, APIs, integrations, and onboarding automation tools. - Data-Driven: Proficient in BI tools like Salesforce, HubSpot, and CRM tools for tracking customer health. - Exceptional Communication: Outstanding presentation skills and clear articulation of ideas to stakeholders. - Agility and Flexibility: Adaptable to change and thrive in a fast-moving startup environment. - Empathy & Ownership: Demonstrates empathy, ownership, accountability, and proactive attitude. - Hands-On Approach: Willing to get involved directly, take action, and solve problems. Company Details (if available): At ZenTrades, we are a dynamic startup looking for motivated individuals to join our team. We encourage creativity, challenge the status quo, and offer a fast-paced, collaborative environment for personal and professional growth.,