Customer Success Manager

At Smith Recruiting LLC we are hiring a Customer Success Manager to work directly with our client, CompScience.

Company Introduction

CompScience was founded in 2019 and is backed by investors from SpaceX, Tesla, and Anduril. CompScience boasts a distinguished team of computer vision engineers, software architects, data scientists, and executives from the self-driving car industry. Our vision is to eliminate workplace injuries and fatalities by utilizing AI-powered analytics.

We are a high growth startup at the intersection of AI and insurance on a mission to transform the landscape of workplace safety. Our revolutionary insurance products leverage cutting edge computer vision technology from self-driving cars to generate analytics that help customers operate more safely.

Our groundbreaking perception-based risk assessment program, the first of its kind, has proven to reduce the likelihood of accidents in some of the world's most hazardous occupations. This technology has been acknowledged by industry leaders as providing the most comprehensive data stream available for risk analysis and monitoring.

Job Summary

As a Customer Success Manager at CompScience you will support our MGA, Wholesalers and SaaS customers by ensuring an optimal customer journey. This position is critical to ensuring our high level of customer satisfaction is maintained. You will be responsible for building strong relationships with our customers, ensuring their success and satisfaction with our safety programs. You will be the primary point of contact for our customers and will work closely with our sales and product teams to ensure that their needs are met.

Responsibilities

1. Report to the Head of Customer Success
2. Own the Customer Journey and ensure all team members are supporting the customer journey
3. Lead the onboarding process for new customers, ensuring a smooth transition and successful implementation of our solutions.
4. Develop and maintain strong relationships with key stakeholders within customer organizations, including executives, decision-makers, and end-users.
5. Maintain strong relationships with our customers, serving as their trusted advisor for all safety program-related inquiries.
6. Collaborate with the CS Team to define success metrics and KPIs, tracking progress and identifying opportunities for value realization and ROI.
7. Conduct regular check-ins with customers to ensure their satisfaction and success with our safety programs
8. Advocate for customer needs including feature requests, production support resolution
9. Develop and execute strategic account plans to drive adoption, retention, and expansion opportunities within assigned accounts.
10. Identify opportunities for upselling and cross-selling our safety programs to customers to increase revenue and customer engagement
11. Collaborate with the sales team to create and execute on account plans and strategies
12. Work with the product team to gather customer feedback and advocate for product improvements based on customer needs
13. Coordinate with the implementation team to ensure a smooth onboarding experience for new customers
14. Proactively communicate with existing customers to renew their existing service and potential to increase sales of organization’s products and/or services.

Requirements

• Bachelor's degree in business, marketing, communications, or related field required.
• Minimum of 3+ years of experience in customer success, account management, or related roles, preferably in a B2B SaaS environment.
• Demonstrated track record of managing and growing strategic customer accounts, achieving revenue targets, and driving customer success.
• Strong understanding of customer success principles, methodologies, and best practices.
• Excellent communication and presentation skills, with the ability to articulate complex ideas.
• Proven ability to build and maintain relationships with customers at all levels of the organization, from end-users to executives.
• Strategic thinker with the ability to analyze data, identify trends, and develop actionable insights and recommendations.
• Experience leading cross-functional teams and driving collaboration to achieve common goals.
• Proficiency in CRM software (e.g., Salesforce, HubSpot, Asana) and other relevant tools for managing customer relationships.
• Passion for customer advocacy and delivering exceptional customer experiences.
• Strong problem-solving skills and the ability to think creatively
• Ability to work in a fast-paced environment and manage multiple priorities simultaneously
• Passion for delivering exceptional customer service and building strong relationships
• Experience in the insurance space an added bonus

Skills & Competencies

• Strategic account management
• Relationship-building and networking
• Data analysis and interpretation
• Customer advocacy and empathy
• Leadership and influence
• Problem-solving and critical thinking
• Project management and execution
• Business acumen and industry knowledge
• Change management and adaptability
• Continuous learning and professional development

Note: This job description is intended to outline the general nature and level of work performed by individuals assigned to this position. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required.

Additional Information:

• This job requires a willingness to travel occasionally for meetings, training, and industry events.
• Salary range per year: 75,000 - 90,000
• Fully Remote within the US territory

CompScience is an equal opportunity employer. We are a welcoming place for everyone, and we do our best to make sure all people feel supported and connected at work.