Job Description

Saile’s mission is to elevate the world’s leading sales executives by eliminating manual prospecting tasks in favor of high-value, high-return sales activities. We believe that every human sales executive deserves a robot (a Sailebot). As a leader in our industry, we are seeking a dedicated and driven Customer Success Manager to join our dynamic team. In this role, you will be at the forefront of ensuring that our customers receive the full value from our products, leading to long-lasting partnerships and customer satisfaction.

Your Mission:

As a Customer Success Manager, you’ll be responsible for owning the customer experience through all stages of the customer lifecycle – from their initial onboarding through renewal. As a pioneer you are not afraid to take on a new challenge, and often one that no one has embarked on before. You discover bugs and issues, many times before anyone else, and when met with resistance, you don't back down, but stand our ground. You will often be the first to try new feature, the first to build a true relationship with a customer, the first to identify a red flag, the first to speak up, and sometimes the first to get drowned out. Being the first so many times is challenging, but our pride and strength are soon to follow!

Advocate: Be the voice of the customer by communicating feedback early and often to internal stakeholders.

Ownership Mindset: Own the customer journey by proactively engaging, answering questions, and ensuring they have the best possible experience with their Sailebots.

Strategist: Approach all facets of the role with a strategic mindset, from analyzing internal KPIs, evaluating the performance of Sailebots and creating recommendations/plans to optimize.

Onboarding: Assist and train customers throughout the onboarding process, ensuring Sailebots launch seamlessly and the customer is supported throughout their initial campaign and beyond.

Success Driven: Execute Mutual Success Plans alongside the customer to ensure optimal opportunities for renewal and expansion.

Skilled Communicator: Communicate and collaborate across all departments representing the customers experience.

Growth Expert: You are able to spot and identify growth and expansion opportunities and work closely with our sales team to grow the account.

Retention Rockstar: You have an excellent pulse on your book of business, you understand renewals and risk and how to prioritize your accounts

Qualifications

• 4+ years of Customer Success, Account Management, and/or Sales related roles .
• Desire to develop, plan, and implement new processes and strategies to continually improve the customer experience.
• Retention rockstar, you uncover expansion opportunities while retaining and ensuring the success of every single customer.
• Good listener and great question-asker with a knack for translating customer feedback into actionable items for our customers and the Product team.
• Strong communication skills
• Previous success in a fast-paced, startup environment.