2+ years of customer-facing experience, preferably in B2B SaaS Customer Success, Consulting, or Account Management.
Exceptional communication skills for diverse audiences, from daily users to corporate executives.
Proven success in managing software deployments and achieving customer adoption goals.
Demonstrates high agency, proactivity, and an ownership mentality.
Comfortable navigating fast-paced and ambiguous environments.
Responsibilities
Onboard and manage multiple stakeholders in medium-large organizations as a product expert.
Train and coach users across all levels in change management.
Drive Gross Dollar Retention metrics as a key responsibility.
Develop technical expertise in practical applications of LLMs for customers.
Partner with internal teams to enhance enterprise value through collaborative efforts.
Implement and refine established customer success strategies, introducing creative improvements.
Act as the internal hub representing customer interests while ensuring effective communication
Travel to customer sites ~10-15% of the time.
Benefits
Opportunity to work directly with cross-functional teams including Product, Marketing, Sales, and Data Science.
Engage in impactful, transformational initiatives with customer organizations.
Be part of a customer-centric culture that prioritizes user experience and success.
Full Job Description
As a Customer Success Manager, you'll own onboarding, adoption, and ongoing success in Siro deployments with field sales teams. This is a highly cross-functional role and CSMs at Siro are true nodes for many functions - you can expect to partner with Product, Marketing, Sales, and Data Science on a regular basis. In short, we put the Customer above all else, and you are the owner of the Customer.
Ultimately, you'll be a force for change and business transformation for the companies we partner with. We will count on you to drive engagement and impact by building strong relationships, mastering our product, deepening sales and industry expertise, and driving towards the business outcomes that make Siro a no-brainer for field sales teams.
This is a full-time role in New York City.
You Will
Onboard and manage multiple stakeholders throughout medium-large organizations. You will be the product expert and trusted partner for them as they embark on the journey of rolling out true AI-first software across their company
Train and coach users, from end user to executive, through the change management
Be directly responsible for a Gross Dollar Retention number
Develop technical expertise in real-world, ultra-practical and impactful applications of LLMs
Explore and deepen Enterprise value, partnering internally with Solutions Eng and Data Science
Run established CS plays, and ideally bring your own unique and creative ways to improve what we currently do
Be the internal hub and cross-functional driving force that represents the best interests of our customers and business
Be persistent and ensure your messages land with the right audiences
Travel ~10-15% of the time to customer sites
Requirements
Open to various backgrounds, but most interested in ~2+ years of customer-facing experience where you've had full ownership of customer or partner outcomes. Ex: B2B SaaS Customer Success, Consulting, or Account Management roles
Top-tier communication skills with internal and external audiences. You are dynamic enough to seamlessly adjust your style to a daily user to a Fortune 1000 exec.
You are able to synthesize and clearly articulate - visually and verbally - data that matters to our customers and internal peers
You simplify vs complicate
High content:word ratio
Excellent storyteller
Track record of exceptional performance managing deployments of software across multiple teams and stakeholders, while meeting project deadlines, resulting in successful adoption and results for the customer
High agency - you develop POVs and jump into action. You are ambitious, proactive, love working with customers, and bring an owner mentality to everything you do. You build.
You feel at home in uncertain, fast-moving, ambiguous environments. You are creative and unbothered when you need to solve problems on the fly.
