Total AI Systems, Inc., headquartered in Lansing, Michigan, specializes in developing commercial software solutions that utilize advanced artificial intelligence to improve business efficiency. We are a profitable, product-based company with offices in the United States, India, the Philippines, and Canada.

Our team is made up of rockstars who know that delivering a rockstar performance for our customers means going above and beyond. Whether it’s early mornings, late nights, or continuous practice and refinement, we are dedicated to providing our very best and having a lot of fun along the way. We take care of our employees, and in turn, they take care of us. We're seeking individuals who are ready to go the extra mile and join us on this journey!

The following are some of the responsibilities for this position:

Develop and implement customer success strategies to enhance customer satisfaction and retention.
Act as the primary point of contact for customers, addressing their needs and ensuring they derive maximum value from the SaaS platform.
Onboard new customers, ensuring a smooth transition and effective adoption of the software.
Conduct regular check-ins and business reviews with customers to monitor their satisfaction and identify opportunities for upselling and cross-selling.
Collaborate with sales, product, and support teams to address customer feedback and improve the overall customer experience.
Monitor customer usage and engagement metrics to proactively address potential issues and improve product utilization.
Develop and deliver training sessions, webinars, and other resources to help customers maximize the use of the SaaS platform.
Manage customer support requests and escalate issues as needed to ensure timely resolution.
Create and maintain customer success plans, documenting key milestones and action items to ensure customer goals are met.
Analyze customer data to identify trends and insights, providing actionable recommendations to the product and development teams.
Advocate for customers within the organization, ensuring their needs and feedback are prioritized in product development and strategy.
Maintain detailed records of customer interactions and activities in the CRM system.
Foster long-term relationships with customers, encouraging loyalty and advocacy.
Lead and mentor a team of customer success professionals, promoting a customer-centric culture within the organization.
Continuously improve customer success processes and methodologies to enhance efficiency and effectiveness.

This is an exciting position with a growing company and offers a lot of upsides. This is a challenging position that requires dedication and determination. Some requirements of the position include:

Here are the requirements for a SaaS Customer Success Manager position:

Bachelor's degree in Business, Marketing, Communications, or a related field.
Proven experience in a customer success, account management, or related customer-facing role, preferably within a SaaS company.
Strong understanding of SaaS platforms and technology.
Excellent communication and interpersonal skills, with the ability to build and maintain strong customer relationships.
Demonstrated ability to manage multiple accounts and projects simultaneously.
Proficiency with CRM software and customer success tools (e.g., Salesforce, Gainsight).
Strong analytical skills, with the ability to interpret customer data and provide actionable insights.
Experience in developing and implementing customer success strategies and best practices.
Ability to work collaboratively across departments, including sales, product, and support teams.
Problem-solving skills and the ability to handle challenging customer situations.
A customer-centric mindset with a passion for ensuring customer satisfaction and success.
Leadership experience, with the ability to mentor and guide a team of customer success professionals.
Strong organizational skills and attention to detail.
Flexibility and adaptability to work in a fast-paced, dynamic environment.
Excellent presentation and training skills, with experience in delivering webinars and training sessions to customers.

We are seeking to hire an experienced and visionary Customer Success Manager to join our leadership team and drive our customer engagement strategy. The Customer Success Manager will play a critical role in shaping our customer success roadmap, enhancing customer satisfaction, and ensuring the scalability, security, and reliability of our customer support operations. The ideal candidate will have a proven track record of success in a similar role, with extensive experience in customer success management, team leadership, and customer relationship building.

Total AI Systems Inc. jobs

Customer Success Manager