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Customer Success Manager (CSM)

Customer Success | San Francisco, CA | Full Time

Job Description

About Us

Artificial Intelligence (AI) is transforming the world in almost every industry. Everyone knows only high-quality annotated training data can produce the most accurate machine learning solutions. However, creating training data with high-quality in a scalable way is very challenging and very few companies can do it. Even less can do it well, which is why businesses across all industries trust Figure Eight. 

In March 2019, Figure Eight was acquired by Appen. Together, Appen and Figure Eight combine the best of human and machine intelligence to provide high-quality annotated training data that powers the world’s most innovative machine learning (ML) and business solutions. The Figure Eight platform enables ML and data-driven business solutions to scale across a diverse set of industries including retail, automotive, finance, manufacturing, agriculture, life sciences, robotics, and more. The Figure Eight platform transforms audio, video, text, and images into high-quality annotated data to support a variety of use cases ranging from computer vision and search relevance to data categorization and natural language processing (NLP). Learn more at www.figure-eight.com.

Who You Are

We’re looking for Customer Success Manager (CSM) who has a track record for excellence, is eager to learn how AI works in the real world and wakes up in the morning thinking about how they can best deliver value to their customers.

You are someone who loves working in a team environment, building customer relationships, is an avid learner and can successfully manage their daily tasks around the entire customer journey post-sales, while remaining committed to successful outcomes for your dedicated book of business.

As a CSM, you will be a trusted guide for customers adopting and leveraging the Figure Eight platform, managing a book of highly innovative, Fortune 500 customers while ensuring they achieve the highest quality of labeled data sets for their AI and Machine Learning initiatives.   You will become a Figure Eight platform expert so you can speak intelligently on the best practices and recommendations that teach customers the importance of task design principles, creating robust instructions to achieve high data quality and be the ‘quarterback’ when working complex engagements and projects with the Figure Eight platform for your clients. 

Responsibilities

  • Build strong relationships with customers to ensure they remain happy and successful Figure Eight customers.
  • Manage our mid-market customers on their post-sales journey including kickoff, onboarding, utilization, adoption, renewals, and advocacy.
  • Proactively coach and educate customers to improve adoption of the Figure Eight platform.
  • Ability to prioritize multiple and very different tasks on a daily basis. Customers may have very different use cases and specific needs. Being able to stay organized and accomplish their goals is important to our company’s success. Some examples of daily tasks include:
    • An advanced customer wanting to leverage deep platform functionality today
    • Onboarding a new customer tomorrow
    • Managing support escalations and partnering with sales on an upsell opportunity the next day.
  • Analyze and resolve product adoption issues, escalate customer concerns and bugs appropriately while working with the correct internal groups.
  • Drive, execute and assist with the renewal management process, including all administrative aspects of the transaction.
  • Partner with sales to identify expansion and growth opportunities.
  • Participate in the execution of named departmental strategic initiatives and projects.

Qualifications

  • 3+ years in a customer-facing role (e.g., Customer Success Manager, Sales, Account Management, Customer Support, etc.) preferably at a SaaS B2B company with a focus on top technology companies and enterprises.
  • Demonstrated passion for working with customers, helping them execute on implementation, success or expansion plans through excellent analytical, problem-solving, project management and technical skills.
  • Willingness to learn core technology tools including but not limited to HTML/CSS, Liquid and SQL.
  • Enjoy a dynamic environment where every day and each challenge is different.
  • Exemplify Figure Eight's core values of honesty, humility, grit, and performance.
  • Ability to dedicate 5 days a week in the office in San Francisco with up to 25% travel to customer on-sites.