Customer Success Manager

Role Description:

We are seeking a highly motivated and customer-centric individual to join our team as a Customer Success Manager. In this role, you will be responsible for onboarding new customers, providing training and support, and managing customer accounts to ensure their success with our platform. You will also play a crucial role in gathering insights and feedback from customers to help our product team continuously improve and enhance our offerings, particularly StattChat.

Key Responsibilities:

1. Customer Onboarding and Training

Develop and implement effective onboarding strategies to ensure smooth customer transitions to the Statt platform.

Conduct personalized training sessions to help customers understand and leverage the full potential of our tools, including StattChat.

Create and maintain comprehensive onboarding and training materials, such as guides, videos, and FAQs.

Work closely with customers to set up custom reports tailored to their individual needs, ensuring they receive the most relevant and valuable insights from our platform.

1. Data Integration and Customization

Collaborate with customers to understand their unique data requirements and identify opportunities for integration with Statt's platform.

Assist customers in the process of integrating their proprietary data into Statt's system to deliver customized results and enhance the value of our offerings.

Coordinate with the technical team to ensure smooth data integration and troubleshoot any issues that may arise.

Work with the software engineering and machine learning team to create and implement a rapid customer feedback system for product enhancement, new features, and improved functionality.

Monitor the effectiveness of data integrations and custom reports, making necessary adjustments to optimize performance and customer satisfaction.

1. Account Management

Serve as the primary point of contact for assigned customer accounts, building strong relationships and fostering long-term partnerships.

Proactively monitor customer health and engagement, identifying opportunities to drive adoption and success.

Conduct regular check-ins with customers to understand their evolving needs and provide strategic guidance on leveraging Statt's solutions.

1. Customer Feedback and Product Insights

Actively seek and gather customer feedback on their experience with Statt's platform, StatChat, and custom reporting.

Analyze customer feedback and usage patterns to identify trends, pain points, and opportunities for improvement.

Collaborate closely with the product team to share customer insights and contribute to the development roadmap, ensuring customer perspectives are considered in product enhancements.

1. Customer Success Metrics and Reporting

Define and track key customer success metrics, such as adoption rates, customer satisfaction, and retention.

Prepare regular reports on customer health, success initiatives, and outcomes for internal stakeholders.

Contribute to the development and refinement of customer success processes and best practices.

Requirements:

3+ years of experience in customer success, account management, or a similar customer-facing role, preferably in a SaaS environment.

Experience with data integration and custom reporting in a software or technology environment.

Strong communication and interpersonal skills, with the ability to build rapport and effectively communicate with customers at all levels.

Proven ability to onboard and train customers on complex software solutions.

Experience in gathering and analyzing customer feedback to drive product improvements.

Familiarity with customer success metrics and reporting.

Passion for technology and a genuine interest in policy and regulatory matters.

Bachelor's degree or equivalent experience.

Benefits:

Competitive On-target earnings
Equity in line with company stage and role
Comprehensive health, dental, and vision insurance
Generous PTO and flexible work arrangements
Opportunities for professional growth and development
Collaborative and inclusive work environment with a passionate and talented team