Customer Success Manager Ai Saas Startup

## About the role We're seeking a dynamic customer success manager to join our team. As a CSM, you will be responsible for understanding our customers' needs, ensuring excellent customer experience, fostering long-term loyalty, and ensuring they get the most value from our products and services. You will be crucial in helping us build strong, lasting relationships with our clients/customers. The ideal candidate is passionate about customer service, satisfaction, and success, with excellent communication skills. If you are a results-driven and customer-centric professional looking to make a meaningful impact, we encourage you to apply for the role and become part of a customer-focused, dynamic team. Along with a competitive salary, we offer a collaborative work environment and comprehensive benefits, including performance bonuses and professional development opportunities. ## About Guestara Guestara is an AI-Guest Experience platform for modern hoteliers. We are reimagining the entire stack into a fully integrated and easy-to-use platform with an AI-first approach - Fully Integrated: Our AI agents handle every aspect of the guest experience from engagement, automating tasks, & upselling to managing reviews - Easy-to-use: AI makes it so easy that training and onboarding staff on Guestara is 10x faster. - Source of truth: No more siloed data, from booking to checkout, we streamline data and processes ## Objectives of the role - Managing and growing relationships with key customers, acting as their primary point of contact. - Engaging proactively with customers to understand their goals and challenges and offering solutions that align with their needs. - Ensuring high customer retention and satisfaction levels by delivering exceptional service and support. - Gathering customer feedback and communicating product improvement suggestions to the development team. - Collaborating with internal teams to address customer feedback, resolve issues, and ensure the smooth delivery of products and services. - Developing and executing customer success strategies that drive product adoption and maximise customer value. - Monitoring customer health metrics, tracking success KPIs, and regularly reporting on customer outcomes to leadership. - Advocating for the customer within the organisation to ensure their needs are prioritised. ## Your tasks - Onboard new clients and guide them through product setup, training, and initial usage to ensure successful implementation. - Conduct regular check-ins and business reviews with customers to assess progress, gather feedback, and discuss future goals. - Identify upselling and cross-selling opportunities to expand customer use of the company's products and services. - Oversee the customer lifecycle management and identify areas for optimisation. - Conduct customer onboarding sessions to ensure successful product adoption. - Create and deliver customised reports, presentations, and performance insights to demonstrate the impact of our solutions. - Lead customer training sessions, workshops, and demonstrations to enhance product knowledge and usage. - Assist in the development of customer success playbooks and resources. - Serve as the liaison between customers and internal teams, such as product development, sales, and support. - Manage customer escalations and ensure issues are resolved quickly and effectively. ## Requirements - Bachelor's degree in Business, Marketing, Communications, or a related field. - 2+ years of experience as a customer success manager, account manager, or in customer success, account management, or customer service roles. - Experience in managing customer success programs, customer retention, and upselling strategies. - Experience in SaaS, technology, or B2B industries. - Ability to analyse customer data and usage trends to identify areas of improvement. - Understanding of product management and its impact on customer experience. - Strong interpersonal and communication skills, with the ability to build and maintain long-term relationships and work cross-functionally. - Excellent problem-solving and critical-thinking abilities, with a customer-focused mindset and a proactive approach. - Strong organisational and time management skills, with the ability to manage multiple accounts and priorities simultaneously. - Familiarity with CRM tools, customer success platforms, and analytics software. - Solid negotiation skills to handle complex customer accounts.