Stability AI · 1 day ago

Customer Success Manager

United States

Full-time

Remote

Senior Level

5+ years exp

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Responsibilities

Lead and manage a team of Customer Success Specialists, providing mentorship, coaching, and performance evaluations

Develop and maintain strong relationships with key stakeholders across accounts to ensure customer satisfaction and retention

Identify opportunities for upselling and cross-selling additional products or services and collaborate with the sales team to execute these opportunities

Act as the primary point of contact for escalations, resolving complex issues, and ensuring timely and satisfactory outcomes

Design and implement customer success strategies to maximize product adoption, ROI, and overall customer value

Analyze customer health metrics and proactively address potential risks to enhance satisfaction and minimize churn

Conduct regular business reviews with clients to align on goals, progress, and growth opportunities

Partner with product, marketing, and support teams to ensure customer feedback is incorporated into future product development

Create and maintain documentation, resources, and best practices to support customer success initiatives

Continuously assess and improve customer success processes and tools to drive efficiency and effectiveness

Qualification

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Customer Success ManagementAccount ManagementLeadership ExperienceCRM Tools

Required

Bachelor’s degree in Business, Communications, or a related field

5+ years of experience in Customer Success, Account Management, or a similar customer-facing role, with at least 2 years in a leadership or managerial capacity

Proven track record of building and maintaining successful customer relationships, including identifying upsell and growth opportunities

Strong problem-solving, communication, and interpersonal skills, with the ability to influence and build trust with stakeholders