Senior Customer Success Manager

2 weeks ago

Karnataka, India Relyance AI Full time

As Relyance AI’s Senior Customer Success Manager, you will be responsible for managing the adoption, expansion, retention, and overall post-implementation experience for your portfolio of customers. You’ll need to establish trust and build relationships with different customer stakeholders (including managers, directors, VPs, and CISOs) and develop joint success plans with them to ensure there is a clear plan in place to achieve the challenges customers are looking to solve using Relyance.

As a Senior Customer Success Manager, your role will include:

  • Conducting check-in meetings for tactical items and performing business reviews with C-level executives / decision-makers to align on their objectives and business outcomes.
  • Understand customer workflows and proactively identify customers who aren’t maximizing their opportunity with our product/service and reach out to create an action plan to help them achieve success.
  • Be the voice of the customer by consistently capturing customer feedback, customer highlights, and lowlights and channel that internally with various stakeholders (product, exec team, etc.).
  • Becoming a Relyance AI product expert. Identify process gaps, templatize, and implement playbooks to scale and optimize the Relyance AI customer success function.
  • Collaborate with the Sales team to manage deals, renewals, and expansions.
  • Actively participate in shaping the future of the Customer Success organization at Relyance AI.
  • This role would be an individual contributor role

This role could be a fit for you if you bring:

  • Bachelor’s degree or master’s in computer science, engineering, business or other related field
  • Ability to work the night shift in Bangalore, India.
  • 5+ years of experience managing and driving adoption with enterprise accounts, preferably with SaaS companies/products.
  • Renewal/expansion experience in the SaaS industry is must. Also, knowledge of security and privacy is critical skill.
  • Curiosity. This role will challenge your technical and domain-specific skills, and having a healthy dose of curiosity about the modern technology stack, and the current privacy landscape will set you up for success.
  • A growth mindset and are willing to think from first principles.
  • Ability to break down big problems / ambiguous goals into smaller actionable steps. A bias for creating clarity (for internal stakeholders and customers) and strong project management skills will be a key part of this role.
  • Empathy for customer workflows and the ability to dig deep. Making customers successful makes you successful.
  • Past technical experience in some capacity and find modern technology stacks fascinating.

Bonus points for:

  • privacy experience (GDPR, CCPA, GRC, etc.) in some capacity.
  • Experience with code in your past experience/school or a side project or technical SaaS implementation experience. While coding will not be a part of this role, the willingness and curiosity to lean into different technology stacks and work with technical stakeholders will set you up for success.

Working at Relyance AI

At Relyance AI, we create an unreasonably hospitable and data-driven culture. We prioritize exceeding customer, and each other’s, expectations in every interaction. This means empowered team members solving problems proactively based on information, crafting personalized experiences, and radiating enthusiasm. Behind the scenes, trust and freedom allow team members to find creative solutions, while shared purpose and recognition fuel a spirit of greatness to truly wow customers and each other. We deconstruct failures to learn from them and take great pride in our successes; celebrating both.

Relyance AI is proud to be an equal-opportunity employer. We celebrate representation and are committed to creating an inclusive environment for all employees. We are committed to fair and equitable compensation practices. We use data-driven pay practices with the goal of ensuring offerings are competitive to the market and our team members are being compensated correctly based on their roles, experience, and location.

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