Senior Customer Success Manager

📋 Description

• Guide customers to maximize ROI with Cognigy’s AI use cases.
• Identify needs via discovery; coordinate and implement solutions.
• Advise on solutions; engage in technical discussions to show value.
• Engage with enterprise executives; articulate strategic business value.
• Define/track CS metrics; use data to inform strategies and reporting.
• Design retention plans; exec reviews to minimize churn.

🎯 Requirements

• 5+ years in software as a CSM with measurable outcomes.
• CCaaS, AI or conversational AI experience required.
• Deep understanding of strategic business value and ROI objectives.
• Exceptional written and verbal communication; build rapport.
• Empathetic, user-centric approach for seamless customer experience.
• Analytical, data-driven with CRM and CS tools.
• Willing to travel up to 20% in the USA.

🎁 Benefits

• Global, market-disrupting, growing company with a broad reach.
• Fast-paced, collaborative, creative work environment.
• Market leader with opportunities to learn and grow.
• Internal career opportunities across roles, disciplines, and locations.
• Exposure to AI technology and enterprise CX.