Customer Success Manager
Posted Updated
Description
- As a Customer Success Manager, you’ll own onboarding, adoption, and ongoing success in Siro deployments with field sales teams
- This is a highly cross-functional role and CSMs at Siro are true nodes for many functions — you can expect to partner with Product, Marketing, Sales, and Data Science on a regular basis
- In short, we put the Customer above all else, and you are the owner of the Customer
- Ultimately, you’ll be a force for change and business transformation for the companies we partner with
- We will count on you to drive engagement and impact by building strong relationships, mastering our product, deepening sales and industry expertise, and driving towards the business outcomes that make Siro a no-brainer for field sales teams
- This is a full-time role in New York City
- Onboard and manage multiple stakeholders throughout medium-large organizations. You will be the product expert and trusted partner for them as they embark on the journey of rolling out true AI-first software across their company
- Train and coach users, from end user to executive, through the change management
- Be directly responsible for a Gross Dollar Retention number
- Develop technical expertise in real-world, ultra-practical and impactful applications of LLMs
- Explore and deepen Enterprise value, partnering internally with Solutions Eng and Data Science
- Run established CS plays, and ideally bring your own unique and creative ways to improve what we currently do
- Be the internal hub and cross-functional driving force that represents the best interests of our customers and business
- Be persistent and ensure your messages land with the right audiences
- Travel ~10-15% of the time to customer sites
- Top-tier communication skills with internal and external audiences. You are dynamic enough to seamlessly adjust your style to a daily user to a Fortune 1000 exec
- High content:word ratio
- Track record of exceptional performance managing deployments of software across multiple teams and stakeholders, while meeting project deadlines, resulting in successful adoption and results for the customer
- Open to various backgrounds, but most interested in ~2+ years of customer-facing experience where you’ve had full ownership of customer or partner outcomes. Ex: B2B SaaS Customer Success, Consulting, or Account Management roles
- Excellent storyteller
- You are able to synthesize and clearly articulate — visually and verbally — data that matters to our customers and internal peers
- You feel at home in uncertain, fast-moving, ambiguous environments. You are creative and unbothered when you need to solve problems on the fly
- High agency — you develop POVs and jump into action. You are ambitious, proactive, love working with customers, and bring an owner mentality to everything you do. You build
- You simplify vs complicate
- Experience at a fast-growing startup