Women Impact Tech

Manager, Customer Success

    Bellingham, WA

Full Time

The Role

Conversica is the pioneer and leading provider of Intelligent Virtual Assistants helping organizations attract, acquire and grow customers at scale. Conversica Intelligent Virtual Assistants are AI-powered, SaaS-based software applications that serve as virtual team members and autonomously engage contacts, prospects, customers, or partners in personalized human-like, two-way interactions to drive towards the next best action across the customer revenue lifecycle; whether that’s scheduling a sales meeting, gauging interest to buy additional products or services, or politely but persistently collecting overdue payments.
Reaching out to over 100 million people on behalf of thousands of companies, Conversica Intelligent Virtual Assistants are built on a proven and patented intelligent automation platform integrating natural language understanding (NLU), natural language generation (NLG), autonomous action chains and deep learning capabilities that engage prospects over multiple communication channels and in multiple languages.
Winning multiple awards including Inc. 5000 fastest growing companies and recognized by Gartner as a Cool Vendor, Conversica is a portfolio company of Providence Equity, Kennet Partners and Toba Capital and is headquartered in Foster City, California in Silicon Valley with additional US offices in Seattle and Bellingham, Washington.

Responsibilities

  • Lead a team of experienced Senior Customer Success (Sr. CSM) and Customer Success Managers who manage our high touch segment
  • Focus on improving the overall adoption, value story and outcomes for customers
  • Coach, hire and mentor a hard-working team by providing feedback, coaching and guidance according to individual’s strengths and areas of improvement
  • Drive towards the most meaningful goals of our business and align to critical metrics
  • Identify playbooks to proactively address risks and opportunities with adoption and engagement
  • Support the Customer Success Managers with EBR and Business value mapping conversations
  • Collaborate on account reviews with Account Executives, Customer Success Managers to find opportunities to increase customer value
  • Partner with our Sales team to support with pre-sales activities for high potential customers
  • Participate and lead key items on our weekly, monthly and quarterly business reviews with cross functional partners in the business to highlight risk, opportunities and progress around key initiatives on our Customer Success roadmap
  • Collaborate with VP, Customer Success, other leaders on the Customer Success team to mutually build, implement and refine the Customer Success roadmap

Requirements

  • Strong leadership, business development, organization, team building and management, communication (verbal, written and presentation), and interpersonal skills
  • Experience working in a fast-paced, high growth software company
  • 8+ years of proven experience in Customer Success, 3+ years in Management capacity as a Team Lead or Manager/Sr. Manager, Customer Success
  • Passion for building trust, encouraging relationships, and communicating effectively with customers
  • Demonstrated ability to lead a team of leaders with a passion to coach, hire and train a successful and functioning team
  • Outstanding multi-task management skills across a varied set of responsibilities
  • Passion for working with innovative, web-based technologies and a desire to deeply understand Conversica’s benefits, use cases, and business and technical elements
  • A collaborative attitude to promote partnership to ensure that Conversica is front and center in Customer’s tech stack
  • Willing to travel periodically based on customer and business need

Management

    • Enable team members to fully understand our customers’ objectives and become a trusted advisor
    • Determine how to define, drive, and demonstrate the value (return on investment)
    • Create and drive product adoption programs
    • Lead team in delivering a consistent and data-led customer experience
    • Manage customer critical issues from your direct reports, and follow a methodical escalation process
    • Participate in customer meetings and QBRS
    • Develop relationships with senior leadership at our customers
    • Deliver high NPS, retention and revenue expansion
    • Collaborate with team members to secure renewals and drive ARR expansion
    • Meet weekly with direct reports in 1:1s and team meetings
    • Possess detailed knowledge of Conversica values and practice values every single day
Conversica is an equal opportunity employer and values diversity at our company. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, veteran status, or disability status.
Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Conversica does not accept unsolicited headhunter and agency resumes. We will not pay fees to any third-party agency or company that does not have a signed agreement with Conversica.

Meet Conversica

Conversica is the pioneer and leading provider of Intelligent Virtual Assistants helping organizations attract, acquire and grow customers at scale. Conversica Intelligent Virtual Assistants are AI-powered, SaaS-based software applications that serve as virtual team members and autonomously engage contacts, prospects, customers, or partners in personalized human-like, two-way interactions to drive towards the next best action across the customer revenue lifecycle; whether that’s scheduling a sales meeting, gauging interest to buy additional products or services, or politely but persistently collecting overdue payments.
Reaching out to over 100 million people on behalf of thousands of companies, Conversica Intelligent Virtual Assistants are built on a proven and patented intelligent automation platform integrating natural language understanding (NLU), natural language generation (NLG), autonomous action chains and deep learning capabilities that engage prospects over multiple communication channels and in multiple languages.
Winning multiple awards including Inc. 5000 fastest growing companies and recognized by Gartner as a Cool Vendor, Conversica is a portfolio company of Providence Equity, Kennet Partners and Toba Capital and is headquartered in Foster City, California in Silicon Valley with additional US offices in Seattle and Bellingham, Washington.
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