At ASAPP, we're redefining the future of customer experience through generative AI. Named to Forbes' AI 50, we create advanced AI solutions that empower Fortune 500 companies to transform their customer engagement practices. By automating and simplifying workflows, we unlock human potential and deliver exceptional experiences for customers, agents, and organizations alike.
We are looking for a dynamic Customer Success Manager to play a pivotal role in the success and growth of ASAPP's enterprise customers. You will be the trusted partner for Fortune 500 companies, ensuring they realize the full value of our AI-driven solutions post-implementation. Your focus will be on helping customers optimize their AI adoption to meet their business objectives while driving product feedback and engagement strategies that help scale ASAPP’s impact.
In this role, you’ll work closely with senior executives, customer teams, and cross-functional stakeholders within ASAPP to develop and deliver tailored solutions that drive measurable success for our clients. The CSM will be a critical voice in the business, advocating for customer needs and helping shape the product experience.
What you'll do
- Strategic Account Management: Serve as the primary point of contact for enterprise-level accounts, guiding customers through the entire post-implementation journey to maximize product adoption and ROI.
- Customer Advocacy: Build strong C-level and executive relationships, championing your customer's needs within ASAPP while also acting as a bridge between product teams and customers.
- Outcome-Driven Success: Collaborate with clients to define measurable success metrics, align on business goals, and ensure ASAPP’s AI solutions consistently deliver value.
- Growth & Retention: Focus on both customer retention and account growth, proactively identifying opportunities to expand the partnership and drive additional value.
- Cross-Functional Collaboration: Work closely with product, engineering, and support teams to identify and resolve any challenges, and provide actionable feedback that helps refine our offerings.
- Account Planning: Develop and execute strategic account plans that align with customer objectives, ensuring continued engagement and positive outcomes.
- Risk & Opportunity Management: Monitor account health, anticipate risks, and collaborate with internal teams to implement solutions or mitigation strategies to keep the customer on track.
- Training & Enablement: Empower customers to leverage ASAPP's full suite of solutions by providing product training, best practices, and continuous support.
What you'll need
- Experience: 8+ years of customer-facing experience in SaaS or AI, with a strong background in customer success, account management, consulting, or implementation.
- Enterprise Expertise: Proven success in managing complex enterprise accounts and developing long-term customer relationships.
- Data-Driven: Comfort with measuring outcomes and leveraging business intelligence tools to track success metrics and optimize performance.
- Customer-Centric Mindset: A passion for customer success with the ability to empathize, problem-solve, and provide proactive solutions that drive business results.
- Communication Skills: Exceptional verbal and written communication skills, with the ability to influence and collaborate across teams and at all levels of an organization.
- Travel: Willingness to travel for in-person meetings with key clients as required.
- Cultural Fit: A commitment to ASAPP’s core values of Ownership and Excellence, with a drive for continuous learning and feedback.
What we'd like to see
- SaaS or AI software experience
- Familiarity with customer experience and automation platforms
- Experience with enterprise software sales, product management, or consulting
ASAPP is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status. If you have a disability and need assistance with our employment application process, please email us at careers@asapp.com to obtain assistance. #LI-AG1 #LI-Remote
