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Customer Success Manager

4 weeks ago

India Humantic AI Full time

Customer Success Manager 

OTE: INR 25.00 - 40.00 LPA   ESOPs: 0.05 - 0.15%

Location: Bangalore strongly preferred


About Us

At Humantic AI, our mission is to humanize the internet. Our product is at the cutting-edge of AI, Psychology and large-scale data. We believe that we have an opportunity (and even a responsibility) to personalize and humanize how people interact over the internet; and an opportunity to inspire far more trustworthy relationships online than it has ever been possible before.

We currently focus on selling ‘buyer intelligence’ to sales teams. We provide previously impossible insights about the buyers to our users, which help them personalize every interaction and build trustworthy connections that otherwise would not be possible. Gartner has listed us as one of the only 5 Sales AI products that enterprise sales teams should use. We are taught as part of coursework at universities like Indiana University and Baylor University. 

Our customers include enterprises like AWS, NextEra Energy and Cushman & Wakefield; startups like Domo, AcuityMD, Gitlab and even the sales team at the legendary Manchester United.

And we have just about started


Key Responsibilities

  • Taking full ownership of a significant part of Humantic AI's current customer base 
  • Managing end-to-end relationships with these customers post sale to drive success - everything from onboarding, to setup and configuration, training, tracking, reviews and more
  • Work closely with the Solutions, Sales, Product and Engineering teams within Humantic AI
  • Articulating the value of Humantic AI's product to customers on an ongoing basis and conducting reviews, training, usage workshops at regular intervals to drive product adoption 
  • Articulating customers’ needs to the Product and Engineering teams everyday and ensuring that they are listening and acting on that feedback
  • Minimizing churn and creating upsell opportunities 
  • Owning KPIs like NRR, NPS, Churn and ensuring that they they are above the 90th percentile in the industry


Requirements

What Really Matters

  • Exceptional track record of managing mid-size or large enterprise customers at a SaaS startup 
  • A genuine passion for customers and solving their problems
  • Ability to understand the sales intelligence space and use them knowledge to solve business problems for the customer 
  • The kind of values you have as a person 

What Matters Somewhat

  • Between 3-8 years of experience in customer facing roles like Support, Sales, Success. Both less and more will not be desirable - less means you will likely not be able to work independently in our environment and more means you probably haven’t grown fast enough in your career to match the grueling pace at which we prefer to work.
  • Experience in a Sales/ Business Development role in the past will be valuable
  • Understanding of technology and an ability to grasp new technologies fast 
  • The school that you come from
  • The organizations where you have worked earlier 

 What Does Not Matter

  • Your scores and grades in school 
  • Your style of working 


Personality Expectations

We believe that it takes a certain type of personality to do a certain kind of role well. For this role, we expect, you would be extremely disciplined, methodical and significantly process oriented. You would not be someone who feels nervous talking to senior stakeholders on the customer side. You would have the zeal to continuously improve customer experience and willingness to work on customer issues 24/7 if that is what it comes down to.


In all likelihood, you would have the ability to understand the pulse of the market so that we can evolve as a truly customer focused organization. You would also have significant empathy for whomsoever you are interacting with but while having the ability to say no when the need be. 

On the other side, there is only one thing that we care for apart from performance - your values. We have room for mistakes on the performance side, we have no room for mistakes on your values.


WHAT DO WE LOOK FOR?

More than anything else, we look for exceptions. And accomplishments. Both across professional life as well as personal life.

We believe that only a few people become great later in their life. Those who become great have usually shown some signs of greatness, big or small, right from their early years. They probably did something great at school, something great during college, in their community, professional life and so on.

All of them do not have to be ‘usual’ accomplishments or exceptions. Dropping out of college to pursue sports (or acting, or a startup) is not an accomplishment for example, but it surely is an ‘exception’. Becoming a national level sportsperson is an accomplishment. Becoming an international level sportsperson is an even bigger accomplishment.

We look for such exceptional and/or accomplished people. If you don’t have something like this in your profile, odds are that you would not get shortlisted.


What is in it for you? 

Top of line salary + sizeable equity + a world-class problem + kickass teammates + openest culture ever


Send resume to talent @ humantic.ai. More details at https://humantic.ai

(We typically get 1000+ applications, so we might be slow. If you'd like to cut through, go ahead and take this assessment: https://assessment.predictiveindex.com/bo/6MVY/CSM_Feb2025

It takes 12+ 8 minutes, and we monitor this closely. As long as it matches our criteria, you will hear back quickly)


If you are wondering about the detailed profile note - we are just that specific about people

More details at https://humantic.ai (If you are wondering about the detailed profile note - we are just that specific about people)