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Customer Success Manager

Product | San Francisco, CA | Full Time

Job Description

Augment, a pioneer in conversational AI technology, has created a platform that provides next generation CRM capabilities.  CRM tools today show touchpoint and demographic information on customers, but the interactions themselves are still a black box which is why organizations struggle to deliver on key metrics like sales and customer satisfaction.  Augment's conversational AI tools allow these organizations to see into their customer interactions, identify best practices from top employees and then disseminate these insights to every other customer facing employee to drive better customer outcomes in future interactions.  Whether it be helping sales teams convert more customers, empowering support representatives to deliver customer happiness, or enabling marketing teams to get better open rates on email campaigns, Augment is bringing Fortune 500 brands to the forefront of the digital first customer experience.  


You Will:

  • Be the voice of the customer for our team. Work with other internal team members to understand which services and processes result in exceptional product adoption, high customer happiness, and enthusiastic customer advocates.

  • Establish metrics for defining the relationship with customers that inform strategy and lead to actionable insights (i.e. customer loyalty, return on investment (ROI)).

  • Help drive customer references and case studies.

  • Own customer onboarding, training, and adoption.

  • Advise clients on how to apply our tools to meet their business objectives.

  • Drive usage of Augment products from the ground up, identifying needs for account customization and further implementation where applicable.

  • Ensure that every customer contract is renewed.


Ideal Candidate:

  • Experienced: 5+ years in customer success roles, preferably managing Fortune 500 clients. Bachelor’s degree with a technical or business focus preferred.

  • Domain Expert: you have experience in B2B, Saas, analytics, data, databases, or business intelligence. Experience with Contact Centers, Customer Service, Chat software, Enterprise software strongly preferred.

  • Passionate about the customer’s success.

  • A Team Player: You work well with a team and are a great collaborator. You express your views while valuing the contributions of others. You support your colleagues and are a key player in team wins. You have a good sense of humor and can keep up with our gif game.

  • A Go-Getter: We’re looking for a highly driven individual with a focus on execution and a strong sense of urgency. Willing to go the extra mile with a strong work ethic. Self-directed and resourceful. You go beyond relationship management and have a passion for customer success. 

  • Entrepreneurial: You’re excited about working in an evolving business and will bring your experience and ideas to the team as we grow. You have a belief in Augment's mission and have a passion for evangelizing it.


Perks:

  • Employee Wellness and Wellbeing is a top priority at Augment. Team members are provided a comprehensive health benefits package with medical, dental, and vision plans to meet their specific requirements.

  • HSA savings options and a 401k program help employees plan for the future. And an unlimited vacation policy keeps everyone fresh. 

  • A nimble, energetic 15-person team with an open and collaborative culture. We like to have fun and gather for weekly lunches [on the company dime]. We also get together occasionally for video game nights, happy hours, movies, bowling, ping pong, and our favorite all-you-can-eat Brazilian restaurant.


Augment Solutions is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.