Opportunities at Craft portfolio companies


Customer Success Manager

Resemble AI

Resemble AI

San Francisco, CA, USA
Posted on Tuesday, May 23, 2023

About the company
We’re taking Generative Voice AI to a new level. Creatives of all kinds rely on Resemble’s immersive voice engine to rapidly accelerate the development of new voice-centric experiences without losing the flexibility and humanness of speech.

Resemble AI supercharges your synthetic voice with a text-to-speech generator paired with real-time APIs to build immersive experiences. Use cases include, advertisements, games, virtual assistants, call centers and more.

About the role
As our Customer Success Manager, you will be a trusted advisor to our growing client roster, helping them succeed with our platform and ensuring they receive maximum value from our solution throughout their lifecycle. You'll be responsible for understanding customer requirements, onboarding new customers, conducting product training, driving adoption and retention, and ensuring ongoing satisfaction. Through continuous monitoring of customer health, you will predict and navigate customer challenges and offer solutions that drive satisfaction ultimately driving retention and creating cross-sell & up-sell opportunities. You will ultimately be responsible for the complete post-sales lifecycle of our users. You'll help users derive maximum value from their product use, leading to success, retention, and renewal. Few roles provide such a direct impact on the growth of the company. You will become a trusted advisor to these customers, deeply understand their needs, and help them maximize the value they get from Resemble AI. You will love this job if you are a natural relationship and business builder.

What you'll do
Lead the post-sale engagement, retention, and growth of your customers
Work with customers to figure out their business needs, and how Resemble AI can help address those needs
Work cross-functionally with Product and Sales to drive product improvement
Increase usage and adoption of Resemble AI product across all current customers
Strengthen all client relationships health post-sale by deeply embedding yourself in their accounts to drive high engagement
Constantly assess "health checks" for your customers to drive customer satisfaction (NPS), product adoption, onboarding, and identify further areas of education
Serve as a client advocate and work with our business development team to drive strong renewal rates, reduce churn, and generate higher wallet share
Serve as the 'voice of the customer' and provide internal feedback on how we can better serve them to maximize customer value
Maintain a deep understanding of our product and speak with customers about the most relevant features/functionality for their specific requirements
Quickly identify accounts where usage is low, understand why and take action to increase adoption
Work closely with the product team to identify key areas of improvement within the application as voiced by our customer
Work closely with our internal design services team to project manage the tour building process from storyboarding to implementation
Own our knowledge base and manage the process of creating and updating content to ensure it covers all areas of product education
Conduct training and support sessions for new and existing customers to get them up to speed on the application and newly released features
What we're seeking
Must have
Have experience with technical tools (mixpanel, customerIO, intercom etc.)
You enjoy working in a fast-paced environment
Have a minimum of 2 years of experience
Prior experience with customer onboarding
US work authorization required, we do not support visa transfers
This position can be done remotely from the US or remotely from Canada
You are familiar with enterprise accounts
You have experience with renewals and expansions
Nice to have
Have experience writing SQL
A dedication to delivering great work
Openness to new or different ideas and the ability to evaluate multiple approaches and choose the best one based on fundamental qualities and supporting data