POSITION OVERVIEW

We’re looking for someone who can help our clients use and publish with integrity. You’ll be a great fit if you love helping clients succeed, are interested in AI, and want to help shape society’s response to AI. This role will involve a lot of talking to clients: Some in customer support, others by email, and some in meetings. You’ll spend a lot of time looking at data around product usage, churn, customer lifetime value, customer lifecycles, and more. In this role you can develop to be world-class at improving the customer experience and managing vital metrics for software as a service (SaaS).

SKILLS

• Proven project management skills with the ability to oversee multiple initiatives simultaneously.
• Strong leadership qualities with experience in supervising teams in a fast-paced environment.
• Excellent analysis skills to interpret data and derive actionable insights for enhancing customer success strategies.
• Exceptional communication skills, both verbal and written
• Demonstrated experience in customer service roles with a focus on building long-term relationships.
• Effective negotiation skills that facilitate positive outcomes for both customers and the company.
• Experience using the following tools: MixPanel, Google Analytics, Google Search Console, ChurnKey, Velaris, Crisp

• Be the primary contact for our enterprise clients
• Develop and execute our Customer Success strategy aligned with company goals
• Manage our customer support team
• Manage metrics and build reports on: churn, retention, lifetime value, revenue per user, support volume, resolution times, and more to become a world-class expert in SaaS metrics
• Monitor metrics/KPIs in Customer Success & Support
• Manage onboarding and activation
• Track customer health scores
• Develop renewal strategies
• Build lifecycle frameworks to manage customer engagement
• Improve onboarding across the organization and especially for enterprise clients
• Be the voice of the customer
• Become an expert in AI content