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. TechSees 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 TechSees 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 TechSees 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.

• Bachelors degree in computer science social sciences or equivalent experience.

• Experience in managing ones own time and balancing multiple customers simultaneously while being flexible agile and resilient in a dynamic fast-paced environment.

• Works effectively with sales executives providing subject matter expertise to support opportunities.

• Ability to interact with technical resources and understand concepts such as Security LDAP/Authentication APIs & integrations and Databases - advantage

• Excellent oral and written communication skills in English including the ability to draft and present project plans QBRs/business updates SOWs and related documents. Strong communication skills across all levels of the corporate structure.

• Strong team player with an adaptable analytical mindset and attention to detail.

• Curious self-motivated and resourceful with a proactive approach to problem-solving and continuous improvement.

• Based in NY/NJ
  
  

Why Work With Us

Join an industry leader in Visual AI and Digital CX. TechSee offers a dynamic high-growth environment where innovation meets a people-first philosophy.

• A Place to Grow: Thrive in a setting that prioritizes internal promotion and continuous learning.

• Community Matters: We emphasize recognition inclusivity and making a tangible impact on the digital customer experience.

• Inclusive Innovation: Join a diverse global community where unique perspectives drive our creativity.

Comprehensive Support: We provide competitive compensation and healthcare to ensure our team is well-supported.