СШАCustomer Success Manager
2 нед. назад
СШАHybrid
customer success managementonboardingaccount managementbusiness reviewsdata analysis
Manage agency and enterprise customer accounts to drive adoption, renewal, and expansion of AI-powered search visibility solutions.
О компании
- We’re building the future of AI-powered search visibility.
- As platforms like ChatGPT and emerging AI systems reshape how people discover information, we help brands understand and optimize their presence in this new landscape. Backed by leading investors, we’re at a pivotal stage: strong product, early traction, and a rapidly growing market opportunity.
Обязанности
- You'll be one of the first Customer Success Managers on 's U.S. team, working 3-4 days in office in our Salt Lake City office and reporting to the Head of Customer Success. You'll own a book of agencies and enterprise accounts from onboarding through renewal and expansion.
- This isn't a support seat or a relationship-only role. You'll help customers turn AI Search data into decisions, and you'll help build the playbooks, reporting and operating rhythms the team runs on as we scale.
- You don't need to know our platform on day one. We'll teach the product. We're hiring for ownership, judgment and the ability to build.
- Own a book of agencies and enterprise accounts end to end: onboarding, adoption, renewal and expansion.
- Get new customers to a first meaningful result fast, with prompt sets, competitor tracking and a clear visibility baseline in place.
- Lead business reviews that connect AI Search visibility, sentiment and AI referral traffic to what the customer is trying to achieve.
- Look underneath healthy-looking signals, spot risk early and bring the customer a plan before it shows up at renewal.
- Find and drive expansion: more prompt volume and capacity, brands, markets, teams and agency clients.
- Build relationships beyond a single champion, up to VP and CMO level, across enterprise buying groups and agency client teams.
- Turn one-off fixes into playbooks, templates and reporting the whole team uses.
- Bring the voice of the customer to Product, Engineering and Marketing with specific, evidence-backed feedback.
- Keep account records current enough that another CSM could step in and know what to do.
Требования
- Four things matter most to us.
- Owner mindset. You treat your accounts like your own business. You look at the data and come to customers with a recommendation, not a status update, and you raise risk before anyone asks.
- Self-directed builder. You don't wait for a playbook to exist. When you solve a problem for one customer, you build the thing that solves it for the next twenty.
- Executive presence. You can hold your own with a VP or CMO, push back when needed and still be trusted the next day.
- Growth-driven. You spot revenue opportunities in your book and go after them. You grow accounts by growing the customer's results, so expansion feels like the obvious next step, not a sales pitch.
- Just as important, you care about your customers' success and hold a clear bar for quality in your own work. You get fluent in the platform fast and use its data to tell customers something they didn't know.
- 3-4 years in Customer Success, account management or client services at a B2B SaaS company or agency.
- A track record of owning renewals and driving expansion against a number, ideally including enterprise accounts.
- Clear, concise writing, from a two-line recap to a full account plan.
- Comfort with data: you can pull the story out of a dashboard and explain it simply.
Условия
- Location: 3-4 days in office at our Salt Lake City, Utah office.
- Compensation: $100k-$130k base, plus commission tied to retention and expansion
- Equity in the fastest growing AI Search business in the world
- Health insurance: 100% of the employee premium and 50% of dependent premiums covered
- Leading parental and childcare policies
- Daily Uber Eats or Deliveroo meal allowance
- Late-night Uber home when work runs late
- Monthly fitness and wellbeing reimbursement
Другое
- Agency experience, especially in SEO, content or performance marketing.
- Hands-on familiarity with SEO or AI Search, Google Analytics or Google Search Console
- Early-stage startup experience where you build processes from scratch.