Customer Success Manager (USA)

Boston, MA, USA (Remote)

Job Type

Full-Time

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)

About the Company 

VUI, Inc. is a startup based in Boston, MA and Trento, Italy. VUI's AI-powered eCommerce search solution accurately finds the products customers want. Our team is revolutionizing online and in store search using patented natural language query understanding, deep learning technology, and an optimized search engine to return the most relevant search results. Join us to help shape the future of product search!