Description

You will work cross-functionally with key stakeholders across the business to retain revenue within our customer base. You are capable of engaging in business-level and technical conversations at multiple levels of the organization, including the C-suite.

Requirements

• Experience building a customer success organization in a high growth environment, ideally at a B2B SaaS startup
• 3+ years experience managing a customer success team
• A track record in managing risk, forecasting, and identifying growth opportunities
• Skilled in navigating cross-functional relationships within a high-growth SaaS environment
• Excellent written and verbal communication skills
• Strong sense of ownership and eagerness to build and define the customer success function
• Ability to communicate candid, constructive feedback with your team
• Strong customer-facing and presentation skills with the ability to establish credibility with executives
• Willingness to work in person at our office 4-5 days a week

Responsibilities

• Lead and develop a high-performing team of CSMs through coaching, training, performance management, and structured professional development
• Own customer outcomes across the lifecycle, including onboarding, product adoption, retention, and overall account health
• Drive measurable customer impact, ensuring clients understand and can articulate the ROI of EliseAI within their organizations
• Identify and mitigate churn risk by building and executing scalable playbooks informed by data and customer insights
• Partner with Sales to drive growth, contributing to account strategy, expansion planning, and upsell opportunities
• Run a weekly metrics review, using performance data to diagnose gaps and implement improvements across the team
• Collaborate cross-functionally with Product and Engineering to drive adoption of new features and elevate client feedback into roadmap discussions
• Build and scale onboarding and enablement programs for new CSM hires to support rapid team growth
• Partner with Marketing (content/design) to develop client education programs, including webinars, training materials, and stakeholder enablement resources
• Attract top-tier talent to join our driven team