Customer Success Manager

Customer Success Manager

CXAPP is a forward-thinking technology company that leverages AI and data science to drive innovation and deliver cutting-edge solutions. At CXApp, we are the innovators of Indoor Intelligence, delivering actionable insights for people, places and things. Our flagship product "CXAI" (formerly CXApp) is a workplace experience platform for the enterprise. Our technologies and solutions help enterprise customers deliver a comprehensive business journey in a work 'from-anywhere' world for employees, partners, customers, and visitors.

We take pride in the way we positively impact the daily lives of our customers and continue to push the boundaries of how our platform can benefit others.

The CXApp platform tech stack uses native mapping, analytics, on-device positioning and app technologies. The overall solution helps organizations provide a frictionless work environment to employees with features such as: hot desk and room booking, indoor navigation with turn-by-turn directions on a digital map, company-wide news feeds, an in-app company directory of colleagues and workplace amenities, as well as bookable opportunities and experiences.

Role Overview

As a Customer Success Manager, you will play a pivotal role in ensuring our customers' satisfaction, success, and continued partnership with CXApp. You will be responsible for driving product adoption, identifying expansion opportunities, and ensuring high renewal rates among our customer base. Your focus will be on building strong relationships, understanding customer needs, and delivering exceptional value. This CSM role is a remote position in the Los Angeles, California area.

Key Responsibilities:

1. Customer Onboarding: Guide new customers through the onboarding process, ensuring they have a smooth and successful start with our products or services.
2. Adoption and Engagement: Monitor customer usage and engagement with our products, proactively identifying opportunities to drive increased adoption and value.
3. Relationship Building: Build and nurture strong, long-lasting relationships with key stakeholders within customer organizations, becoming a trusted advisor and advocate for their success.
4. Product Knowledge: Develop a deep understanding of our products or services and their applications within each customer's unique context.
5. Account Planning: Collaborate with cross-functional teams, including sales, product, and support, to develop and execute account plans that drive customer success and growth.
6. Expansion Opportunities: Identify opportunities for upselling or cross-selling additional products or services to existing customers, working closely with the sales team to maximize revenue.
7. Renewal Management: Ensure a high percentage of customer renewals by proactively addressing any potential issues or concerns and demonstrating the ongoing value of our solutions.
8. Customer Feedback: Collect and relay customer feedback to internal teams, advocating for product improvements and enhancements based on customer needs.
9. Customer Advocacy: Encourage and support satisfied customers to become advocates, sharing their success stories and referrals.

Qualifications:

• Bachelor's degree in business, marketing, or a related field (MBA a plus).
• Proven experience as a Customer Success Manager, Account Manager, or similar role in a SaaS or technology company.
• Strong understanding of customer success principles and best practices.
• Excellent communication, negotiation, and interpersonal skills.
• Analytical mindset with the ability to interpret data and make data-driven decisions.
• Exceptional problem-solving and project management skills.
• Self-motivated, results-driven, and able to work independently and as part of a team.
• Familiarity with CRM software and customer success tools (e.g., HubSpot) is a plus.

If you feel you have the qualifications we are looking for and CXApp sounds like something you want to be part of, apply now. We can't promise it will be a fit, but we do promise to consider your experience. At CXApp, we celebrate diversity and are committed to creating an inclusive environment for all employees. We believe that diversity & inclusion among our teammates is critical to our success, and we seek to recruit, develop, and retain people from a diverse candidate pool. We welcome and encourage applications from people of all abilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.