Customer Success Manager

About TechSee:
TechSee is a rapidly growing SaaS startup specializing in Multi-Sensory AI solutions for customer service and experience. TechSee has disrupted customer and field service industries by being the first to introduce remote visual support to the mass market, holding 8 patents in AI and augmented reality. Our innovative platform combines visual AI, LLMs, and AR to deliver tailored AI Assistants, creating interactive experiences that help companies provide top-tier support at a fraction of the cost. TechSee’s multi-sensory generative AI can see, hear, and guide users with visual instructions delivered through a smartphone or PC. 

We serve hundreds of customers, including Vodafone, Orange, Hitachi, and numerous Fortune 500 companies. Our AI, trained on massive datasets of customer interactions, recognizes patterns and identifies the best solutions to resolve issues efficiently. Backed by leading venture capital firms such as Salesforce Ventures, Telus, Scale Ventures, and OurCrowd, TechSee is rapidly expanding globally. 

The Opportunity: 

The Customer Success Manager at TechSee will manage strategic customer relationships, overseeing contracts, SLAs, adoption, and advocacy. 

The role involves driving high customer adoption and satisfaction, resolving technical challenges, analyzing customer usage data, and suggesting product improvements. 

The CSM will lead SaaS solution deployments, provide technical guidance, and propose integration design options. Building strong relationships with customers at all levels, the CSM will share industry knowledge and best practices to ensure customers achieve their business goals. Partnering with Sales and Product teams for smooth implementation, they will also collaborate with Product leadership to optimize offerings.

Key Responsibilities: 

Customer Success & Relationship Management

• Manage all aspects of customer relationships, including implementations, adoption, integrations, SLAs, education, and advocacy.

• Serve as the focal point for key accounts, driving deployment plans to ensure positive business outcomes.

• Address customer challenges, resolve technical issues, and provide semi-dedicated technical guidance.

• Act as a trusted advisor, sharing industry knowledge, best practices, and insights to maximize customer value.

• Collaborate with the Account Manager to secure renewals and explore expansion opportunities.
  
  

Implementation & Training

• Lead the deployment of TechSee’s SaaS solutions, ensuring seamless onboarding and adoption.

• Conduct training sessions to empower customers with effective product utilization.

• Establish internal and client-facing communication plans to drive progress and update stakeholders.
  
  

Technical Expertise & Optimization

• Analyze customer usage data, bug fixes, and product updates to identify optimization opportunities.

• Suggest upgrades, additional features, and best practices to enhance customer experience.

• Provide technical guidance on product adoption, integrations, and troubleshooting.

• Collaborate with Product leadership to enhance TechSee’s offerings based on real-world usage.
  
  

Communication & Collaboration

• Build strong relationships with customers at all levels, fostering long-term partnerships.

• Partner with Sales and Product teams to ensure smooth solution implementations.

• Establish a regular meeting cadence with stakeholders to maintain alignment and drive success.

Qualifications: 

• 4+ years of related experience in an enterprise SaaS company, preferably in the digital CX domain.

•  Experience managing enterprise customer relationships, including telco, home security, and consumer electronics. Ensuring high satisfaction and retention. 

•  Bachelor's degree in computer science, social sciences, or equivalent experience.

• Experience in managing one's own time and balancing multiple customers simultaneously, while being flexible, agile, an