CS Manager - US, New York / Miami [Remote / Hybrid]
Graphiti.AI Inc., New York, NY, United States
Operations
US, New York / Miami
Remote / Hybrid
Location: US, New York / New Jersey [Remote]
Responsibilities: Accounts
Manage a portfolio of mid‑market and enterprise customers across various lifecycle stages, from onboarding to renewal
Lead customer meetings including onboarding, QBRs, enablement sessions, and ongoing follow-ups
Understand customer goals and define success plans to ensure ongoing value from the platform
Ensure high adoption and effective usage of the platform’s features by different user personas
Collaborate with Sales to support renewals and drive expansion opportunities
Risk
Proactively identify risks to customer satisfaction, usage, and retention, and create clear action plans to address them
Monitor customer health signals and track key metrics like engagement, sentiment, and support patterns
Be accountable for solving challenges early before they evolve into churn risks
Stay organized and detail‑oriented across a high volume of accounts and multiple priorities
Relationships
Build deep, long‑lasting relationships with key stakeholders, from power users to C‑level decision makers
Be a trusted advisor, helping customers integrate Alta into their business workflows and strategy
Understand customer pains and translate them into impactful, actionable solutions
Represent Alta’s culture and values in every interaction
Product
Develop deep product expertise across Alta’s AI tools and integrations
Guide customers on best practices for implementation and adoption, including training and enablement
Act as the
voice of the customer : collect product feedback and collaborate with internal teams to influence roadmap and user experience
Help scale Customer Success by contributing to FAQs, help center content, and onboarding materials
Champion new features and lead rollouts to customers
What You Bring: Required:
3–5+ years of experience in Customer Success, Account Management, or Strategic Consulting in SaaS
Native or fluent English speaker with clear, confident communication skills
Experience leading onboarding and adoption efforts for B2B software customers
Strong relationship‑building and stakeholder management skills (including C‑level)
Organized, detail‑oriented, and proactive with strong project ownership
Tech‑savvy and curious, comfortable with APIs, integrations, or automation tools
Availability to support US clients during core business hours, including afternoons EST/PST
Nice to Have:
Experience in fast‑paced startups or enterprise SaaS environments
You’re excited by AI and technology and adept at leveraging cutting‑edge tools and automation to optimize marketing efforts
Familiarity with tools like Salesforce, HubSpot
Understanding of RevOps, sales enablement, or AI tooling
Additional language fluency (e.g., Spanish)
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US, New York / Miami
Remote / Hybrid
Location: US, New York / New Jersey [Remote]
Responsibilities: Accounts
Manage a portfolio of mid‑market and enterprise customers across various lifecycle stages, from onboarding to renewal
Lead customer meetings including onboarding, QBRs, enablement sessions, and ongoing follow-ups
Understand customer goals and define success plans to ensure ongoing value from the platform
Ensure high adoption and effective usage of the platform’s features by different user personas
Collaborate with Sales to support renewals and drive expansion opportunities
Risk
Proactively identify risks to customer satisfaction, usage, and retention, and create clear action plans to address them
Monitor customer health signals and track key metrics like engagement, sentiment, and support patterns
Be accountable for solving challenges early before they evolve into churn risks
Stay organized and detail‑oriented across a high volume of accounts and multiple priorities
Relationships
Build deep, long‑lasting relationships with key stakeholders, from power users to C‑level decision makers
Be a trusted advisor, helping customers integrate Alta into their business workflows and strategy
Understand customer pains and translate them into impactful, actionable solutions
Represent Alta’s culture and values in every interaction
Product
Develop deep product expertise across Alta’s AI tools and integrations
Guide customers on best practices for implementation and adoption, including training and enablement
Act as the
voice of the customer : collect product feedback and collaborate with internal teams to influence roadmap and user experience
Help scale Customer Success by contributing to FAQs, help center content, and onboarding materials
Champion new features and lead rollouts to customers
What You Bring: Required:
3–5+ years of experience in Customer Success, Account Management, or Strategic Consulting in SaaS
Native or fluent English speaker with clear, confident communication skills
Experience leading onboarding and adoption efforts for B2B software customers
Strong relationship‑building and stakeholder management skills (including C‑level)
Organized, detail‑oriented, and proactive with strong project ownership
Tech‑savvy and curious, comfortable with APIs, integrations, or automation tools
Availability to support US clients during core business hours, including afternoons EST/PST
Nice to Have:
Experience in fast‑paced startups or enterprise SaaS environments
You’re excited by AI and technology and adept at leveraging cutting‑edge tools and automation to optimize marketing efforts
Familiarity with tools like Salesforce, HubSpot
Understanding of RevOps, sales enablement, or AI tooling
Additional language fluency (e.g., Spanish)
#J-18808-Ljbffr