About the role:
We are looking for an experienced Customer Success Manager to work directly with our corporate customers to enhance their overall experience by driving adoption, improving execution, and providing ongoing front-line account support and maintenance. In this role, you will serve a critical function by being the voice of VUI to the customer, as well as the voice of the customer to VUI. You will be responsible for onboarding new customers from implementation through launch, driving ongoing adoption, and managing ongoing customer lifecycle operations. This role works with the rest of the VUI organization to uncover new ways to improve our products and processes.
In this role you will:
Establish strong relationships with key client stakeholders
Drive retention and growth by understanding customer business goals and helping reach them
Enable successful roll-out of VUI products to customers, including project management
Maintain a cadence of communication with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement
Identify opportunities for customers to act as VUI advocates (e.g., testimonials, case studies)
Collaborate closely with Sales to support pilot customers, renewals, and expansion opportunities
Marshall resources across VUI to support customer needs
Represent the voice of the customer to inform our sales process and product roadmap
Requirements:
3+ years in a Customer Success, customer account execution, complex program Management, or similar role
Experience working on SaaS-based enterprise software products and their lifecycle
Experience working with large enterprise customers
Exceptional communication skills
Experience building and maintaining long-term and lasting relationships with external stakeholders
Prior work driving engagement and renewals
Preferred Qualifications:
Results-driven mentality, with a bias for speed and action
Outstanding organization and collaboration
Detail orientation
Strong empathy and a positive attitude, with the desire to help customers reach their goals
Strong analytical skills, with the ability to translate data into insights
Comfortable in a dynamic startup environment; we move quickly and wear many hats
VUI Offers:
The ability to make real impact on enterprises seeking search innovation
Fully-paid health benefits
Fully remote work environment with an office in downtown Boston
15 paid company holidays (including your birthday!)
Significant growth opportunities
Featured Benefits:
Medical insurance
Vision insurance
Dental insurance
401(k)