Customer Success Manager, Docs

Superhuman is an AI productivity platform on a mission to unlock the superhuman potential in everyone. As a Customer Success Manager, you'll drive product adoption and ensure clients realize the value of their investment in Superhuman Docs by providing insights, managing accounts, and developing strategies for user engagement.

Responsibilities:

• Collaborate with senior decision-makers to demonstrate the value of their decision to use Superhuman Docs
• Own the responsibility for driving adoption and ensuring high retention across a growing portfolio of emerging Superhuman Docs accounts
• Establish yourself as a trusted advisor, helping clients develop a clear, actionable plan to achieve their business objectives
• Lead regular account reviews, providing valuable insights and metrics to ensure customers understand the maximum benefit from Superhuman Docs
• Build and manage feedback loops to capture insights that will influence the development of Superhuman Docs' product roadmap
• Develop and execute change management strategies to drive end user adoption, including Train-the-Trainer programs, Center of Excellence development, and organizational enablement for your book of business

Requirements:

• 5+ years of experience as a Customer Success Manager in the hyper-growth SaaS/tech industry
• Consider yourself more on the 'technical' side of Customer Success — you're the one your peers would ask to build complex models, test a new AI/Productivity software, and are comfortable with Excel/Sheets (or another) formula language
• Builds strong relationships with people, understands their needs and goals, identifies creative solutions, and manages action items through to completion
• Searches for reasons and causes
• Can synthesize quantitative and qualitative data, make data-driven decisions, and use (sometimes incomplete) data to identify gaps and opportunities
• Has a proven track record of delivering high customer satisfaction and retention
• Actively advocates for customers, working cross-functionally with PMs, engineers, marketers, and others to delight customers and help them meet their business goals while empathizing with other teams' processes and priorities
• Relentlessly sets aggressive short- and long-term goals and possesses a strong internal drive to achieve them
• Identifies ways to create new leads and other sales opportunities within existing accounts. Has experience working with various stakeholders, from senior executives of large companies to end users
• Actively contributes to voice-of-customer initiatives, provides customer feedback to other teams, aids in prioritization, and follows through to resolution
• Uses systems (e.g., CRM) to track all customer-related activities and deliverables, pipeline management, and revenue projection
• Works to realize business value and expand customer relationships through deep knowledge of customer needs rather than a feature list
• Has demonstrated the ability to work independently with minimal guidance, proactively manages tasks and priorities across multiple projects, analyzes and executes work efficiently, collaborates effectively with cross-functional teams, and thrives in fast-paced, results-driven environments