Posted 49 months ago

Customer Success Manager

TorontoHybridFull-time

AI Summary

Customer success role focused on building relationships with enterprise clients, guiding usage of Crossing Minds' personalization platform, and driving KPIs, expansion, and feedback with cross-functional teams.

About this role

Crossing Minds is the smartest platform powering perceptive recommendations that drive online discovery and engagement. Founded and led by world-renowned AI pioneers and powered by the latest advances in deep learning, Crossing Minds instantly delivers precise, session-based recommendations that don’t infringe on or jeopardize customer privacy. Our team is currently based in San Francisco, Toronto, Paris with more offices to come!

You'd be joining our team of world-leading AI experts, alongside co-founders Alexandre Robicquet, and Dr. Emile Contal. We built the company out of Stanford's AI research labs, and already have a great bench of customers using our platform.

Recommendations have the opportunity to disrupt online experiences like search did for the internet and we’d love the opportunity to talk to you about being a key part of building our future.

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What you will do:

Build deep, trusted relationships with key contacts and executives at our customer's companies.

Review ongoing customer campaigns and provide strategic guidance to customers.

Successfully onboard and deploy new customers by working closely with the engineering team.

Be a trusted advisor and subject matter expert on the Crossing Minds product and best practices in personalization for our customers.

Work closely with sales, product, engineering, and marketing to ensure that our customer's needs are met.

Be responsible for the output of these relationships: KPIs impact, revenue, product enhancements, etc.

Ability to balance a constant flow of short-term projects while looking ahead for “what’s next” for our customers.

Be the voice of the customers and provide customer feedback internally to stakeholders.

Identify, sell, upsell, enable, and manage opportunities with our customers.

What you should have:

At least 5 years of enterprise SAAS customer success, experience

A thoughtful and empathetic approach when dealing with customers and internal stakeholders

An analytical mindset focused on uncovering opportunities for customers.

An understanding of the AI software landscape.

Ability to work with a diverse range of customers, who each have their own vision and measure of success.

Ability to manage projects, roadmaps, and onboarding with engineers and product teams.

Preferred: Experience working with international customers in a past role.

Skills

AI Software LandscapeCross-Functional CollaborationCustomer OnboardingData-driven AnalysisEnterprise Account ManagementInternational Customer ExperienceKPIsProduct FeedbackProject ManagementRelationship ManagementRevenue ImpactRoadmappingSaaSStakeholder ManagementStrategic GuidanceUpselling