Associate Customer Success Manager (US)

Associate Customer Success Manager

AutoRABIT is seeking an Associate Customer Success Manager to help customers maximize the value of the AutoRABIT platform. In this role, you will partner with customers and cross-functional teams to drive product adoption, maximize customer value, and contribute to customer retention and long-term success. The ideal candidate has a customer-first mindset, strong communication skills, and experience with the Salesforce development ecosystem.

Key Responsibilities:

• Develop a foundational understanding of customers' business and technical objectives, working alongside senior team members to contribute to the creation of strategic joint success plans with clear objectives, milestones, and measurable KPIs.
• Partner with customers and internal technical teams to understand development, deployment, integration, and DevOps workflows and help translate technical needs into successful product outcomes.
• Contribute to the customer's P2V (Purchase to Value) journey, assisting in protecting recurring renewal revenue, and exploring opportunities to enhance Net Retention Rate (NRR).
• Ensure customers realize value from their AutoRABIT products, promote license utilization, and collaborate with cross-functional teams to encourage adoption and successful renewals.
• Assist in monitoring product adoption, customer satisfaction, and overall health scores, contributing to the enhancement of future lifetime value.
• Support efforts to drive new business growth by cultivating customer advocacy and reference-ability.
• Collaborate with customer support services, aiding in effective handling of enhancement requests and escalations.
• Participate in guiding customers through significant service milestones, such as upgrades, new releases, and new features.
• Collaborate with customer-facing account teams and executives from various departments (sales, support, professional services, engineering, renewal, and partners) to contribute to overall platform success.
• Contribute to utilizing customer surveys for product and service feedback, assisting in shaping the product roadmap, and promoting continuous performance improvements.
• Responsibility to adhere to set internal controls.

Knowledge & Skills:

• Exposure to customer-facing roles involving cloud-based/SaaS technology, ideally in a technical environment, with a willingness to collaborate with senior stakeholders.
• 25 years of hands-on experience with the Salesforce development ecosystem, including Salesforce development.
• Developing presentation skills, and cultivating a personable, positive, and approachable demeanor.
• Eagerness to quickly grasp and clearly articulate technical and business concepts, including software development and release-management workflows.
• Developing verbal and written communication skills.
• Demonstrated empathy for customers and a passion for contributing to revenue and growth.
• Developing collaborative, persistent, and self-directed work habits.
• Basic proficiency using tools such as Salesforce, JIRA, GIT, Zoho, and/or similar Customer Service Portals.
• Experience with software deployments, release management, CI/CD, or DevOps practices.
• Experience with nCino is an additional plus.

Qualifications:

• A bachelor's degree in a relevant field or equivalent practical experience.

The job description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change. This role reports to the Associate Director of Customer Success. Must be a US citizen/permanent resident, and capable of obtaining a Government Security clearance if required and live in and work from the US. Green card holders qualify, but H1B or other work visa holders do not qualify for this role. THIS IS A 100% REMOTE JOB, but requires 10% travel and an in-person component to the interview process. The annual salary for this role is $80,000 - $90,000, depending on experience.