Customer Success Manager

Job Description

We are looking for a Customer Success Manager to build lasting partnerships with our clients and ensure they realize maximum value from DevRev. You will be a key advisor throughout the customer lifecycle, from onboarding through adoption and optimization, helping organizations transform with the power of conversational AI.

Objectives of this role will include:

• Proactively manage accounts to maximize customer value and drive tangible business growth and ROI for the customer and DevRev.
• Lead customers through onboarding; owning the implementation plan, developing product adoption strategies,and providing technical subject matter expertise and guidance.
• Develop new ways of helping customers increase the usage of our products.
• Enable integration of DevRev with customers’ existing tool stack by utilizing available DevRev snap-ins and identifying specific needs for customizations.
• Enable customers in their journeys by identifying and sharing relevant content, enabling them with best practices, making proactive nudges to increase product usage.
• Provide a consultative approach to helping customers map critical workflows (e.g., mapping before and after process flows).
• Be self-sufficient across customer engagements while keeping constant feedback loops back to all key stakeholders including: Engineering, Product, Design, Customer Enablement, Revenue, Marketing, etc.
• Conduct data analysis about customers’ usage to share insights, drive decision-making, and prioritize.
• Identify and lead interventions to address risk across customers.
• Learn new tools and work closely with industry-leading AI and generative technologies.

Ideal Candidate Qualifications:

• 5+ years of prior experience in Consulting, Solution Architecture, Customer Success or equivalent history of increasing satisfaction, adoption, and retention.
• Knowledge of software development, technical support, and customer sales and success lifecycle. Technical knowledge of web solutions including APIs and Webhooks. Knowledge of Data analytics (SQL) or similar technical skills are also valued.
• Outstanding communication (written and verbal), with fluency in English & Japanese .
• Comfort operating in a fast-paced, high-demand, global environment.
• Result oriented work-style, ability to get things done, and a learning mindset.

Culture

The foundation of DevRev is its culture -- our commitment to those who are hungry, humble, honest, and who act with heart. Our vision is to help build the earth’s most customer-centric companies. Our mission is to leverage design, data engineering, and machine intelligence to empower engineers to embrace their customers.