ujet.cx · 9 hours ago
Customer Success Manager
United States
Full-time
Remote
Mid Level
$90K/yr - $100K/yr
3+ years expUJET is a leader in AI-powered contact center innovation, offering a cloud platform that enhances customer experiences through cutting-edge technology. They are seeking an experienced Customer Success Manager to drive customer value and success by ensuring optimal utilization of the UJET platform, addressing customer concerns, and identifying growth opportunities.
Artificial Intelligence (AI)Cloud Data ServicesInformation TechnologySoftware
Responsibilities
Identify and Drive Expansion: Act as the primary strategic advisor for assigned accounts, leveraging deep product knowledge to identify, qualify, and close expansion opportunities (upsell/cross-sell)
Commercial Success Planning: Develop and execute comprehensive Success Plans that align product adoption with the customer’s long-term business goals, specifically designed to drive account growth and seat expansion
ROI as a Sales Tool: Quantify and present the ROI and cost-savings of the solution to justify contract renewals and provide the commercial rationale for increased investment
Retention & Risk Mitigation: Proactively manage the customer lifecycle to ensure 100% retention; execute aggressive risk-mitigation plans for "at-risk" accounts to protect annual recurring revenue (ARR)
High-Impact Business Reviews: Orchestrate and lead Executive Business Reviews (EBRs) that move beyond tactical updates to focus on strategic value, future roadmap alignment, and commercial partnership opportunities
KPI Alignment for Renewal: Establish and improve baseline KPIs that matter most to the customer, using these metrics to prove the solution's indispensability during renewal cycles
Executive Relationship Management: Build high-level advocacy within customer organizations through persuasive storytelling and data-driven presentations that align UJET’s value proposition with the customer’s strategic vision
Monetized Adoption: Guide customers to increase adoption of specific features and modules that correlate with higher customer lifetime value (LTV) and lower churn
Strategic Best Practices: Educate customers on industry-specific best practices that encourage deeper integration of the solution into their tech stack, making the product "sticky."
Customer-Centric Feedback Loop: Collect and synthesize customer feedback for Product and Engineering teams to ensure the roadmap supports features that drive marketability and upsell potential
Cross-Functional Sales Partnership: Collaborate regularly with Sales, Marketing, Product and Executive teams to lead initiatives that benefit the wider organization and improve the "land and expand" strategy
Resolution for Retention: Manage and advocate for complex technical escalations, ensuring a resolution that protects the commercial relationship and respects internal processes
Cadence & Priority Alignment: Maintain a consistent cadence with customers to ensure UJET remains their primary partner for achieving short-term wins and long-term strategic objectives
Qualification
Required
Proactively identify, qualify, and close expansion opportunities (upsells/cross-sells) within your portfolio to consistently exceed Net Revenue Retention (NRR) targets
Technical aptitude and expertise with cloud technology
Experience with Contact Center Technology services and software, including Telephony and/or Telecommunications software (a plus)
Ability to work in a fast-paced startup environment and maintain composure and tact in high-pressure situations
Excellent written and verbal communication skills
Proven track record of strong internal and external relationships
Passion for providing services and experiences that exceed expectations
Self-driven, focused, and motivated
Experience with one or more CRM software such as Zendesk, Salesforce, or Kustomer
Team-oriented with a dedication to forward-thinking and creative problem solving
Ability to CHALLENGE and inspire customer adoption of the UJET platform
Confidence in speaking to technical audiences with an executive and prescriptive presence
Commercially minded with a proven success record in transforming customer's businesses and upselling/cross-selling growth
3-4 years of relevant experience (preferably in SaaS)
Bachelor's degree or equivalent experience
Benefits
Medical
Dental
Vision
401(k) plan
Commuter benefits
And more.
Company
ujet.cx
Great customer experiences are engineered from the foundation up. At UJET, we believe modern CX rests on three non-negotiables: 1.
201-500 employees
Funding
Current Stage
Late StageTotal Funding
$176.6MKey Investors
Sapphire VenturesGoogle VenturesKleiner Perkins
2024-09-24Series D· $76M
2020-06-24Series C· $55M
2018-02-13Series B· $25M
Leadership Team
Vasili Triant
CEO
Ian Peters-Campbell
Chief Technology Officer
Recent News
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