Client Engagement Manager, IgniteTech (Remote) - $60,000/year USD

at  Crossover

In the world of customer success, many teams rely on reactive measures, responding to issues only after they arise. Data shows that only 33% of businesses proactively leverage technology to anticipate customer needs and increase engagement, which leaves money on the table. With today’s SaaS market demanding innovation, businesses are constantly challenged to retain customers, drive upselling opportunities, and reduce churn. Yet, traditional approaches to relationship management and communication strategies are missing the mark, failing to deliver on these vital metrics.
IgniteTech approaches customer success differently. We believe in making every interaction data-driven, relevant, and personal. We’re turning AI into a powerful force that doesn’t just solve problems but actively anticipates and addresses them, creating a tailored experience that keeps customers engaged and growing. Imagine a role where your focus isn’t only on troubleshooting but on leveraging AI-driven insights to understand and predict your customers’ needs. You’ll be leading in AI-first customer success practices, allowing you to break away from conventional methods to redefine what customer engagement looks like.
This isn’t your typical customer success role; it’s about integrating AI at every touchpoint. Instead of passively maintaining relationships, you’ll be proactively using data and machine learning to craft insights that drive growth, upsell opportunities, and retention in ways that standard roles simply can’t. You won’t just build customer satisfaction; you’ll shape long-term, high-value partnerships powered by actionable insights.
Joining this team means you will be part of a bold new approach to customer success, blending AI, technology, and customer empathy to revolutionize client experiences. If you’re ready to step beyond the traditional, think strategically, and leverage the latest in AI-driven insights, we want to hear from you. Embrace the challenge, bring your passion, and be part of a future where customer success meets innovation.

CANDIDATE REQUIREMENTS

• At least 2 years of customer success experience in the B2B software industry
• Previous experience working with GenAI tools (e.g., ChatGPT, Claude, Bard)

THIS POSITION IS ALSO KNOWN AS:

• Client Solutions Executive
• Manager of Customer Success
• Customer Success Manager
• Customer Experience Manager

WHAT YOU WILL BE DOING

• Customer Interactions: Leverage AI for efficient issue resolution, personalized check-ins, and feedback analysis to enhance communication.
• Product Engagement: Enhance product interaction through AI-driven recommendations, virtual assistance, and user experience personalization.
• Optimization and Growth: Upselling and optimizing customer success strategies to drive growth and reduce churn.

WHAT YOU WILL NOT BE DOING

• Acquiring new customers
• Handling technical support tickets
• Product development

KEY RESPONSIBILITIES

• Increase customer retention, engagement, and business growth by leveraging AI to proactively address customer needs, personalize interactions, and unlock upselling opportunities