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Customer Success Team Lead

MeetElise

MeetElise

Customer Service, Sales & Business Development
New York, NY, USA
Posted on Wednesday, May 29, 2024

About EliseAI

EliseAI develops cutting-edge conversational AI technology for industries fundamental to our lives: housing and healthcare. Everything is built on the foundation of health and home. Broken systems or ineffective processes in these domains have a disproportionate impact on our quality of life and society’s overall wellbeing. Conversely, any solution or technology that solves problems in these areas will have an impact that ripples far beyond them.

That’s the only kind of impact we are interested in having at EliseAI. If you get excited by the thought of working really hard on these kinds of problems, then EliseAI is the right place for you.

About The Role

As the Customer Success Team Lead, you will oversee a team of customer success managers, ensuring that our clients receive exceptional service and achieve their desired outcomes. You will be responsible for developing and maintaining strong relationships with key stakeholders, driving customer retention, and identifying opportunities for growth.

Key Responsibilities

  • Lead and mentor a team of customer success managers, providing guidance and support to ensure their success.
  • Become an expert in EliseAI’s products - with a heavy focus on user workflows, integrations and how our products work together.
  • Develop and implement customer success strategies to drive retention and growth.
  • Monitor customer health metrics and proactively address issues to prevent churn.
  • Collaborate with cross-functional teams, including sales, product, and support, to deliver a seamless customer experience.
  • Conduct regular business reviews with clients to ensure alignment with their goals and our solutions.
  • Gather and analyze customer feedback to inform product development and improve processes.
  • Understand our customer’s business needs and goals, effectively communicate the AI’s value ensuring successful adoption and utilization of our products.
  • Provide world-class support by taking ownership on customer issues - working closely with the Engineering, Product and Support teams to address and resolve client issues quickly.
  • Drive adoption of new products and features and assist with the launch.
  • Proactively identify underperforming customers and execute plans to improve the customer’s success in order to prevent churn.

Requirements

  • 5+ years of technical B2B client-facing experience with a SaaS product and at least 2 years in a leadership or senior role.
  • Proven track record of driving customer retention and growth.
  • Strong communication and interpersonal skills, with the ability to build and maintain relationships with key stakeholders.
  • Excellent problem-solving skills and the ability to think strategically.
  • Experience with SaaS products and a strong technical aptitude.
  • Willing to work in person at NYC headquarters 4-5 days a week
  • Ability to work in a fast-paced, dynamic environment and manage multiple priorities.

Why Join

Growth and impact. It’s not often that you can get in on the ground floor of a funded startup that’s scaling. That means that instead of following a playbook, you’ll be writing it. Every single day you will be challenged to identify how we can scale and execute on it. You’ll learn what works when you succeed and what doesn’t when you fail. Either way, the rest of the team will be here to support you.

Benefits

In addition to the growth and impact you’ll have at EliseAI, we offer competitive salaries along with the following benefits:

  • Equity in the company in the form of stock options
  • Medical, Dental and Vision premiums covered at 100%
  • Fully paid parental leave
  • Commuter benefits
  • 401k benefits
  • Monthly fitness stipend
  • Our brand new Midtown south office with an open floor plan, fully stocked kitchen, and company paid lunch
  • Fun company social events through our Elise and the City program
  • Unlimited vacation and paid holidays

We'll cover relocation packages from outside of the Greater NYC metro area - we'll make the move exciting, not painful.

Job Compensation Range:

The salary range for this role is $145,000 - $155,000. EliseAI offers a competitive total rewards package which includes base salary, equity, and a comprehensive benefits & perks package. Exact compensation is determined based on a number of factors including experience, skill level, location and qualifications which are assessed during the interview process. Additional details about total compensation and benefits will be provided by our Recruiting Team during the hiring process.

EliseAI provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

If you need assistance and/or a reasonable accommodation in the application or recruiting process due to a disability, please contact us at HR@eliseai.com.

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