Senior Customer Success Manager (AI)

TL;DR

Senior Customer Success Manager (AI): Guiding enterprise customers in strategically utilizing Cognigy's AI technology to enhance value and achieve expected outcomes with an accent on identifying customer needs, coordinating solutions, and articulating strategic business value. Focus on defining and tracking customer success metrics, implementing retention strategies, and encouraging customer advocacy.

Location: Remote (USA). Openness to travel up to 20% of the time within the USA.

Company

hirify.global Cognigy delivers an AI-first CX platform that combines Generative and Conversational AI to empower brands with AI Agents that redefine customer experiences.

What you will do

• Guide customers in strategically utilizing Cognigy's AI technology to enhance value and investment.
• Identify customer needs and ensure timely coordination and implementation of solutions.
• Provide authoritative assessments and advice on solutions, engaging in technical discussions.
• Engage with enterprise executives to articulate strategic business value and influence decision-makers.
• Define and track customer success metrics to inform strategies and report value.
• Design and implement effective customer retention strategies, including executive business reviews.
• Craft compelling sales proposals for products and services aligned with customer goals.
• Encourage customer advocates through case studies, testimonials, and referrals.
• Collaborate with sales and technical teams to drive customer loyalty and satisfaction.

Requirements

• At least 5 years of experience as a Customer Success Manager in the software industry.
• Proven track record of driving measurable business outcomes for customers.
• CCaaS, AI or conversational AI experience a MUST.
• Deep understanding of strategic business value in the software industry and ability to guide ROI-driven objectives.
• Exceptional communication skills, both written and oral, adept at building rapport.
• Analytical approach to problem-solving, with experience using CRM platforms, Customer Success tools, and data analysis software.
• Robust understanding of business and IT processes, particularly SaaS models.

Culture & Benefits

• Join an ever-growing, market-disrupting, global company.
• Work in a fast-paced, collaborative, and creative environment with top talent.
• Opportunity for continuous learning and growth with endless internal career opportunities.
• Be part of an innovation powerhouse excelling in AI, cloud, and digital.
• Equal opportunity employer.

Hiring process

• Individual Contributor role.