Second Nature is a revolutionary AI-powered roleplay platform that transforms sales and service training. Both new hires and veteran professionals can practice their conversations with virtual personas, honing their skills in a safe, unbiased environment while receiving detailed feedback and coaching. From large enterprises like Zoom, SAP, Oracle, Adobe, State Farm, and T-Mobile to medium-sized businesses, Second Nature enhances onboarding, facilitates the rollout of new messages, and supports the development of low performers, driving success across the board.

We are continuing to grow our US team. We are looking for a Customer Success Manager to work with our existing customers, and new ones coming on board. If you like working in a fast-growing startup, Second Nature is for you!

Role Overview:

We are looking for an experienced Customer Success Manager who excels in managing SMB accounts within a fast-paced startup environment. This role demands a proactive individual dedicated to nurturing customer relationships and driving strategic initiatives that boost usage, expansion, and renewals.

Key Responsibilities:

Driving Value: Develop strategies to ensure utilization of monthly licenses.

Retention & Growth: Churn rate/renewal rate/identifying upsell opportunities.

Account Management: Manage and nurture a portfolio of small business accounts to foster long-term relationships.

Requirements (Skills and Experience):

6+ years of experience in customer-facing roles.

Proven track record of effectively managing small accounts and driving customer success.

Exceptional verbal and written communication skills with a talent for clear and persuasive articulation of ideas.

Deep understanding of the SaaS ecosystem and strategies to guide customers through the adoption curve.

Strong experience in customer-facing roles that required the use of technology to enhance customer engagement and success.

Analytical thinker with a problem-solving attitude, able to handle multiple tasks and projects simultaneously.

Tech-savvy with a good understanding of SaaS platforms and CRM systems.

Experience collaborating with sales leadership to uncover and track important metrics, enhancing strategic decision-making.

Ability to develop and implement automation strategies that enhance customer lifecycle management from onboarding to renewal, reducing manual processes and improving operational efficiency.

Proficient in using advanced analytics tools to monitor customer usage patterns and predict future behaviors, enabling proactive customer interventions and personalized experiences.

Supporting Responsibilities:

Align with Second Nature customer support to communicate on major issues and their resolution.

Be the escalation point of contact for customers at a business level.

Coordinate monthly and quarterly reviews with accounts.

Attending events/conferences in the US and occasional in-person customer meetings.

Implement and oversee a customer feedback loop system to gather product insights, which drives continuous product improvements and customer satisfaction.

Flexibility to work PST time to align with customers on the west coast.

Desirable Skills (not essential):

Proficiency in Spanish would be advantageous, enhancing communication with a broader customer base.

Familiarity with CRM systems and data analytics tools to track customer engagement and success metrics.

Familiarity with AI technologies is preferred, enhancing the ability to support AI-driven products.

Benefits:

Work from home.

Contribute to innovation of using AI for training and be part of the creative process.

Have lots of fun while making a significant contribution to the company’s success.

Network with industry leaders in sales enablement, gaining invaluable insights and professional connections.

Location:

US East Coast. 

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