Mid-Market Customer Success Manager

at  AutogenAI Ltd

AutogenAI revolutionises the way people write, offering a collaborative platform powered by Artificial Intelligence. Our award-winning SaaS application has already achieved sizeable success with significant ARR. We closed our Series A in July 2023 and Series B in December 2023. We are growing at an explosive rate, and need to continue meeting the needs of our end users as we evolve our platform in a fast-changing environment.
AutogenAI is seeking a highly motivated and customer-oriented Customer Success professional to join our Mid-Market team. You will play a key role in managing, engaging, growing, and renewing our Mid-Market customers. You will build relationship with stakeholders at all levels of the organisation, act as a trusted advisor, and guide our customers in understanding how AutogenAI can help them meet their business objectives.

Responsibilities

• Manage a book of 20-30 Mid-Market AutogenAI customers.
• Manage all post-sales activities, including renewals and up-sell opportunities.
• Work with sales to expand our footprint into new divisions and regions.
• Work with our Professional Services team to ensure that customers have a smooth onboarding experience.
• Lead regularly scheduled cadence meetings to monitor and improve customer satisfaction.
• Monitor customer health indicators to identify risks and develop strategies for mitigation.
• Build strong relationships with our customers, aligning with day-to-day users and key stakeholders.
• Understand how our customers are using our product, and how we can find ways for them to increase their return on investment.
• Be the voice of the customer when it comes to product feedback and feature requests.
• Collaborate with our Marketing team to support customer programmes and advocacy opportunities including case-studies and testimonials.

REQUIREMENTS

• 3+ years’ experience in a B2B customer success role at a SaaS company.
• Experience running a post-sales selling motion (e.g. renewal, up-sell, cross-sell).
• Proven track record of managing multiple accounts and work streams simultaneously with a high level of attention to detail.
• Exceptional communication and presentation skills.
• Experience working with and influencing cross-functional teams (e.g. product and sales) to get things done.
• Comfortable in a fast-paced, ever-changing environment (previous start-up or consulting experience preferred

Desirable:

• Experience working with Mid-Market customers at scale.
• Experience with AI software.
• Familiarity with the bid-writing space.

• Manage a book of 20-30 Mid-Market AutogenAI customers.
• Manage all post-sales activities, including renewals and up-sell opportunities.
• Work with sales to expand our footprint into new divisions and regions.
• Work with our Professional Services team to ensure that customers have a smooth onboarding experience.
• Lead regularly scheduled cadence meetings to monitor and improve customer satisfaction.
• Monitor customer health indicators to identify risks and develop strategies for mitigation.
• Build strong relationships with our customers, aligning with day-to-day users and key stakeholders.
• Understand how our customers are using our product, and how we can find ways for them to increase their return on investment.
• Be the voice of the customer when it comes to product feedback and feature requests.
• Collaborate with our Marketing team to support customer programmes and advocacy opportunities including case-studies and testimonials