About Jabra Engage AI

Jabra, a part of GN, is transforming the call center industry with advanced AI-powered solutions that empower call center advisors to project their best selves and master the art of conversation. During this period of development, we need a proficient Customer Success Manager to optimize our customer strategy and delivery to meet the goals defined by Jabra. The Engage AI team is organized as an end-to-end business unit inside Jabra and currently counts +20 team members.

The Role

As the Customer Success Manager at Engage AI, your knowledge will be instrumental in guiding how we define and build the customer success function from the ground up. This is a pivotal role where your input will directly affect our approach to customer engagement, retention, and growth.

You will have the opportunity to shape the customer success strategy, establish best practices, and implement scalable processes that ensure customer satisfaction and business growth.

This role is well-suited for someone who thrives in an unpredictable and innovative environment, enjoys solving complex problems, and enjoys building the train tracks as we go. You will collaborate closely with leadership, sales, and product teams to enhance customer outcomes and ensure that Customer Success serves as a genuine catalyst for business growth.

How you'll contribute
Establish Customer Success as a Growth Driver

• Establish a land-and-expand strategy by ensuring seamless customer onboarding, high-value adoption, and ongoing support

• Identify upsell and expansion opportunities by closely monitoring account health, usage patterns, and engagement signals

• Create and apply metrics for customer success to assess performance and support company growth

• Act as a trusted advisor, ensuring customers attain maximum value from Engage AI’s solutions

• Build and nurture customer relationships, deeply understanding their needs and goals to ensure long-term satisfaction

Manage Customer Lifecycle

• Create and iterate customer success playbooks to enhance customer engagement, retention, and growth

• Build structured customer success workflows to optimize onboarding, renewals, and expansion

• Establish and apply customer health metrics to identify and mitigate churn risks while enhancing retention

• Develop a tiered customer success approach, transitioning from high-touch to a scalable tech-touch/self-serve model

Ensure Product Liaison and Feedback Channels

• Establish structured feedback loops with customers to provide actionable insights to product and development teams

• Champion the voice of the customer

• Work closely with other functions to prioritize customer-driven improvements and innovations

Build a data driven approach to Customer Success

• Implement data analytics and customer insights to measure engagement, retention, and account health

• Define, build and utilize customer success metrics to forecast churn risks, renewal likelihood, and expansion potential

• Carry out customer segmentation efforts to personalize engagement strategies and improve efficiency

Build the foundation for a Scalable Customer Success Ecosystem

• Take ownership of the Customer Success function, managing day-to-day operations and work closely with Head of Sales and Customer Success.

• Cultivate a culture of customer advocacy, building case studies and champion programs to showcase customer success stories

Sound good so far? Here’s what you’ll need to perform well
We imagine that there are several ways to perform well in the role, but your background and experience might include:

Experience

• 3+ years of experience in customer success, experience collaborating closely with RevOps within a B2B SaaS environment would be an seen as an asset.

• Experience building from scratch in a rapidly evolving, high-growth environment

• History of owning and fulfilling targets and KPIs

• Ability to design and roll out customer success strategies that can be scaled successfully

• Experience managing the full customer lifecycle, from onboarding to renewal and expansion

Skills and Knowledge:

• Consultative ability – listening, questioning, negotiation skills, clear communication, and creativity

• Capable of self-management while pursuing improvements in processes

• In-depth understanding of customer success strategies, especially in B2B SaaS

• Deep understanding of how to create partnerships and n