Mission
At Dynamo AI, we believe that AI must be developed with privacy, personalization, and real-world constraints in mind. Our ML team comes from a culture of academic research driven to democratize AI advancements responsibly. By operating at the intersection of ML research and industry applications, our team empowers Fortune 500 companies’ adoption of frontier research for their next generation of AI products. Join us if you:
- Care about building AI responsibly and ethically and don’t accept the status quo of sacrificing user privacy for the sake of ML advancement.
- Are excited at the idea of democratizing state-of-the-art research for all companies and products
- Want to push the envelope of what’s possible and aren’t afraid of working on greenfield projects that improve upon the state-of-the-art.
- Wish to work on a fast-paced team of ML Ph.D.’s and builders
- Are motivated to work at a rapidly expanding startup and see your impact on end customers in the timeframe of weeks not years.
Responsibilities
We are seeking a strategic Customer Success Senior Manager to build our Customer Success team. Reporting directly to the Head of Growth, you will be responsible for fostering long-term relationships with our clients, ensuring their success and satisfaction with our AI solutions, along with driving customer retention and growth.
- Build and lead Customer Success Team: Build and lead the Customer Success team, providing guidance and support to ensure the team delivers exceptional service and support to our clients.
- Customer Relationship Management: Develop and maintain relationships with key clients, serving as the primary point of contact for escalations and strategic discussions.
- Customer Onboarding and Adoption: Oversee the customer onboarding process to ensure a smooth transition from Sales to Customer Success. Implement strategies that drive product adoption and utilization.
- Customer Advocacy: Act as the voice of the customer within the company, ensuring that customer feedback is heard and acted upon to improve product offerings and customer experience.
- Retention and Growth Strategies: Develop and execute strategies to increase customer retention and reduce churn. Identify upsell and cross-sell opportunities by understanding customer needs and aligning them with our product offerings.
- Performance Management: Establish key performance indicators (KPIs) for the Customer Success team and regularly track and report on these metrics to assess team performance and customer health.
- Cross-Functional Collaboration: Collaborate with Sales, Product Management, and Engineering teams to ensure alignment between customer requirements and product development.
- Continuous Improvement: Identify areas for improvement in the customer experience and customer success processes, driving continuous improvement and innovation.
Expectations
- Bachelor’s degree in Business Administration, Marketing, or a related field.
- At least 8-10 years of experience in customer success or a related field, with a proven track record of leading a customer success team in a technology-driven environment.
- Strong understanding of customer success metrics and the ability to link them to business outcomes.
- Excellent interpersonal and communication skills, with the ability to build relationships and influence both customers and internal stakeholders.
- Demonstrated ability to manage and inspire a team in a dynamic and fast-paced setting.
- Proficient in CRM and Customer Success software platforms such as Salesforce or Hubspot