About us
Skit.ai is the pioneer Conversational AI company transforming collections with omnichannel GenAI-powered assistants. Skit.ai’s Collection Orchestration Platform, the world’s first solution, streamlines collection conversations by syncing channels and accounts. Skit.ai’s Large Collection Model (LCM), a collection LLM, powers the strategy engine to optimize interactions, enhance customer experiences, and boost bottom lines for enterprises. Skit.ai has received several awards and recognitions, including the BIG AI Excellence Award 2024, Stevie Gold Winner 2023 for Most Innovative Company by The International Business Awards, and Disruptive Technology of the Year 2022 by CCW. Skit.ai is headquartered in New York City, NY. Visit https://skit.ai/
Job Title: Enterprise Customer Success Manager
Location: Austin, TX
Job Type: Full-time (Remote)
Job Description:
We are seeking an experienced and highly motivated Enterprise Customer Success Manager (CSM) with 5-7 years of experience to join our growing team. This is a remote position based in Austin,TX, where reasonable time will be dedicated to traveling to meet clients and attend key industry conferences with the opportunity to work from our NYC Office location.
As a Customer Success Manager, you will be responsible for building strong, lasting relationships with enterprise clients who have high Annual Recurring Revenue (ARR). You will work closely with clients to understand their goals, drive product adoption, and ensure a seamless customer experience, ultimately helping them achieve their business objectives and ensuring their continued success with our product.
Key Responsibilities:
- Client Relationship Management: Develop and maintain deep relationships with key stakeholders at client organizations, ensuring high satisfaction and long-term retention. Ability to understand motivations of different stakeholders in a customer, build relationships and drive success for each of them
- Account Growth & Retention: Drive customer adoption and engagement, while proactively identifying opportunities for expansion within assigned accounts.
- Travel & Client Engagement: Dedicate your reasonable time to travel across the country to meet with clients, attend conferences, and participate in industry events.
- Problem Solving & Support: Serve as the primary point of contact for clients, addressing their concerns, troubleshooting issues, and ensuring that any product challenges are quickly resolved.
- Product Expertise: Develop a deep understanding of our product and its applications to effectively demonstrate value to customers and provide ongoing training and support.
- Reporting & Metrics: Track and report on customer health, account status, and key performance indicators (KPIs) to ensure client satisfaction and retention.
- Cross-functional Collaboration: Work closely with sales, product, and delivery teams to share client feedback, suggest improvements, and ensure customer needs are being met.
Qualifications:
- 5-7 years of experience in a customer success or account management role, preferably working with clients with an ARR of $150k or greater.
- SaaS Background a Plus
- Proven experience in managing complex accounts and relationships, with a strong focus on customer satisfaction and retention.
- Strong communication, negotiation, and problem-solving skills.
- Self-motivated, results-driven, and comfortable with a high degree of travel
- Experience with SaaS products and a solid understanding of the customer lifecycle.
- Ability to manage multiple priorities and thrive in a fast-paced environment.
- Willingness to travel regularly to client sites, conferences, and events.
- A passion for building relationships and ensuring clients achieve their desired outcomes.