Apply on Employer Site

MakiPeople · 1 month ago

Senior Customer Success Account Manager - US

New York, NY

Full-time

Hybrid

Senior Level

$140K/yr - $160K/yr

MakiPeople is an innovative company focused on transforming HR through AI solutions. The Senior Customer Success Account Manager will be responsible for driving client success, ensuring the adoption of Maki's AI technologies, and maximizing the value delivered to customers through strategic engagement and tailored support.

Information ServicesInformation TechnologyRecruitingSoftware

Responsibilities

Take ownership of delivering measurable value to customers by aligning Maki’s AI solutions with their strategic goals

Work proactively to identify opportunities where Maki can create the greatest impact, whether through operational efficiencies, improved recruitment processes, or reduced turnover

Help customers unlock the full potential of Maki’s platform, delivering outcomes such as faster hiring times, reduced costs, and enhanced talent retention

Track and communicate the impact of Maki’s solutions through data-driven insights and success stories, ensuring customers see tangible ROI and value throughout their journey

Act as a champion for customer success, continuously seeking ways to optimize their experience and maximise the transformative impact of Maki’s technology

Manage a portfolio of customers with a focus on maximising ROI and ensuring contract renewals

Serve as the primary Maki point of contact and trusted advisor throughout the customer lifecycle

Collaborate with internal teams to execute account strategies that deliver value to customers

Identify opportunities within existing accounts to expand Maki’s footprint and drive additional value

Connect customers with relevant Maki teams, including Product, Support, Community, and Sales, as well as our partner network, to meet their needs effectively

Proactively monitor customer end-user adoption and engagement, developing action plans to address challenges and improve usage where necessary

Guide and support customers in achieving strong adoption of Maki’s AI solutions, aligning platform capabilities with their key business objectives

Work closely with customers to ensure their business transformation goals are met using Maki’s platform

Encourage and support engagement with Maki through community participation, case studies, and events (e.g., customer webinars, thought leadership sessions, and local user groups)

Educate customers on Maki’s product roadmap and upcoming innovations to help them plan ahead and maximize their value

Conduct regular check-ins with customers to review progress, share insights, and ensure ongoing success

Drive expansion efforts by identifying and developing opportunities for upselling and cross-selling Maki’s solutions within the existing customer base

Strategically analyze customer usage patterns and satisfaction levels to propose additional features or products that complement and enhance the client’s current setup

Foster a culture of growth within customer accounts by collaborating with account executives to map out long-term expansion plans that align with customer objectives and Maki’s business goals

Measure and report on expansion success metrics, providing insights and recommendations that inform Maki’s overall growth strategy and product development

Qualification

Customer Success ManagementB2B SaaS ExperienceAI Solutions KnowledgeAnalytical MindsetProject ManagementEntrepreneurial MindsetEnglish ProficiencyCommunication SkillsProblem SolvingRelationship Building