Customer Success Manager - Enterprise

About the Opportunity:

As one of the founding members of the Customer Success team, you will be the primary owner in charge of each account to ensure clients meet their desired business goals. Your focus will be to:

• Build long lasting meaningful relationships with customers to ensure consistent and proactive engagement
• Drive business value with the customers by prescribing effective success plays based on customer business goals and long term strategic direction
• Help our existing and new customers fully utilize the software and integrate it into their pipelines
• Own customer lifecycle from onboarding through renewal
• Land and expand existing Enterprise accounts to democratize and operationalize labeling initiatives as part of their standardized practice

What You'll Bring:

• Minimum of 6 years of experience working in customer-facing technical roles
• At least 5 years of experience building and managing customer relationships
• Minimum of 4 years of experience at a SaaS-company working with cloud architectures
• Foundational technical understanding of data collection, feature engineering, model training and productionalization
• Solid knowledge of the ML/AI market, pain points of enterprise-wide AI adoption, and common strategic focus of Head of Engineering / Head of AI persona

Within 1 month, you'll:

• Get introduced to existing enterprise customers and setup schedules to collect feedback and understand their desired outcomes
• Learn and understand company product value proposition
• Identify gaps between the current status and the client’s desired outcome and how those gaps could be bridged
• You will be working alongside the sales, product and marketing teams crafting a mutual success plan with the customers

Within 3 months, you'll:

• Advise our customers on best practices for product usage and share applicable success stories to help clients transform their data labeling practice
• Focus on hitting targets for customer satisfaction, renewals, and retention
• Partner with the champion to evangelize success and achievements to further drive awareness and expansion opportunities within the organization
• Iterate on the process of capturing product feedback and feature requests, identify the “why” and value behind that information

Within 6 months, you'll:

• Nurture relationships with strategic accounts starting from user personas, then move to senior, and then executive levels. Guarantee satisfaction and alignment along every step
• Help continue building out customer success functions by drafting best practices, playbooks, and process designs in order for the team to serve a large book of customers at scale

Within 1 year you'll:

• Keep scaling customer success initiatives based on the customer and usage growth
• Be proactive in identifying future obstacles in terms of larger customers' adoption and usage
• Have the opportunity to be groomed into a leadership position

It is an exciting time at HumanSignal, we are a growing startup and at this stage we are constantly evolving. While we have put a lot of thought into your first and most important initiatives, it’s only an example and something we will work on together. We're always learning and growing, so like us this role will evolve and expand. We hope that this opportunity sounds exciting to you and that you consider joining us on our journey!

At HumanSignal

While our community and customers enjoy our products, we understand it is our team who make that possible. That is why we want to support you in doing your best work. To explore more about our team please visit the about our team page.

We hope you are interested in our opportunities and encourage you to apply even if you are not sure you fit all of the requirements. When applying please include: A short document covering of your experience & skills, such as a resume or linkedin profile. If you have a cover letter expanding on your background and why HumanSignal is of interest to you, even better, though a cover letter is not required & will not impact your application status. When we receive your application, we’ll get back to you about the next steps.

HumanSignal is an Equal Opportunity Employer. We are committed to building an organization that welcomes diverse backgrounds and lifestyles. Our goal is to create an inclusive work environment that is equitable and where everyone feels they belong. We foster open and transparent communication and a workplace where discrimination and harassment are not tolerated. If you need any accommodations or assistance to make your interviews more accessible please do not hesitate to reach out to us.

We do not discriminate against employees or applicants based on gender identity or expression, sexual orientation, religion, age, race, military/veteran status, citizenship, pregnancy status, or any other differences.

We are hiring for this role across North America. For US based candidates our base cash compensation for this role is targeted between $144,000 to $152,000 USD. This role also qualifies for variable compensation in the form of commissions. If an employee is meeting sales objectives as outlined in our commission plan we anticipate the on target earnings for this role to be between $180,000 to $190,000. This range is provided by market data and is in good faith. The final offer details are determined by several factors including candidate experience, expertise as well as applicable industry knowledge, and may vary from the pay ranges listed above.