Senior Customer Success Manager

Job Description

Voiceflow is democratizing conversational AI by making conversational assistant creation easy, collaborative, and accessible to everyone. Voiceflow is a collaborative design platform that helps teams work together to rapidly design, prototype and launch conversational assistants for any channel – voice assistants, SMS, webchat, call centre, drive-thrus, and so much more. Voiceflow is loved by over 80,000 global teams with some of the world’s largest companies as customers including Google, BMW, US Bank, McDonalds, JP Morgan, Spotify, Amazon, Home Depot, Best Buy, John Hopkins, and thousands of others. 

We’re biassed of course, but we think we’re building one of the coolest products in the world. Put this claim to the test and try out Voiceflow’s free version yourself – give it a try!

Joining a new company is one of the biggest decisions we all make in life as we’re investing our most important resource – our time. At Voiceflow, we’re investing our time here because we believe in an inevitable future where many of the conversations we have with brands everyday will be increasingly automated. If that’s the future we’re all going to be a part of, then the world needs Voiceflow to ensure the teams building these conversational experiences have great tools to craft great experiences. Think of us like the Adobe creative suite for the growing world of conversational AI. You can learn more about our vision of the future here.

We’ve raised $25M USD the past 2 years from some of the world’s best investors including Felicis, Craft, True, Amazon, Google & CEOs of Figma, Webflow, Eventbrite, Invision, Producthunt, and more. We’re a small, fast growing remote team of around 35 team members from around the world, composed of dedicated and talented individuals with a core focus on engineering and product.

On our team, Customer Success is not just another word for sales. It’s a full-cycle role that works with our most important future and existing customers to ensure that they get the most value from our products and resources.

This role is a starting CSM role where you will be responsible for helping clients get onboarded, understanding their goals, maximizing their utilization of the product, and helping them grow their Conversation Design practice. You will work with our marketing team to collaborate on product marketing strategies for clients, our sales team to renew/expand clients, our product team to advocate for and identify customer pain points, and our support team to ensure customer concerns are handled quickly.

This role will work directly with our Customer Success Lead. We’re looking for someone who is a quick learner, self-driven, can use data to tell a story, and is looking to join a quickly growing team. You’ll be helping define and execute the playbooks used to grow our largest accounts. You’ll have the autonomy to make decisions around your clients and the space to experiment.

• Advise and assist potential customers by applying best practices to help in the implementation of Voiceflow.
• Manage the onboarding of new enterprise customers helping them find product value as quickly as possible.
• Build customer relationships through frequent engagement and communication with customers.
• Review and optimize automated customer health dashboards to proactively identify customers and users who can become champions of the product.
• Maintain high customer renewal rates. Identify customers at risk of churning and proactively engage with them to ensure they are meeting their goals.
• Be the advocate for our customers by bringing feedback on adoption barriers back to the marketing and product organization.
• Work with Account Managers to identify growth and expansion opportunities within customers you work with.
• Discover and drive the development of our expansion playbooks
• Drive customer advocacy – work with product and growth to create references, case studies, and participation in Voiceflow events.

• Relevant work or professional experience in customer success or similar role at a SaaS company.
• SaaS renewal and/or expansion experience with large accounts
• Experience creating and automating a customer experience or engagement strategy
• Experience mapping and managing multiple multi-stakeholders with different needs and motivations
• Experience with data analysis tools like Mixpanel 
• Ability to employ tact under duress when dealing with customer issues and escalations
• Strong communication and presentation ability
• Strong data communication skills, able to understand, interpret, and tell a story around a dataset
• Quick learner willing to go out of their way to learn new skills

• Work with a well-funded yet small, hard working team filled with brilliant passionate people.
• Take ownership over your work and build momentum on important projects both assigned to you, and of your own choosing.
• You choose where you work – from your home, the beach, an office, or through our WeWork global membership program.
• Bi-weekly Team All-Hands, Social Hours, team bonding games, and more. Keeping our teams engaged, even in the remote world.
• Supporting continued growth with Learning & Development and Lunch & Learn opportunities. 
• Competitive salaries, equity options, full benefits from day one, WFH equipment budget and paid development – we’ve got you covered! 
• Realistic company valuation that gives your equity real, meaningful upside.
• Supporting new hires by providing opportunities to participate in a Voiceflow Bootcamp where you receive one-on-one support to learn the ins and outs of our product.

Perks are nice, but perks don’t make a company or individual successful – the work does. At Voiceflow, we’re building a product that can help teams work together to rapidly design, prototype and launch conversational assistants for any channel. While you’re building for our customers, we’re building for you. 

Voiceflow is an equal opportunity employer. We believe that our commitment to diversity & inclusion will enable us to build better digital experiences for our clients and their customers. We are dedicated to fostering a global team that reflects the diversity of the Voiceflow community. We consider employment applicants without regard to age, race, color, national origin, citizenship, religion, creed, sex, sexual orientation, veteran status, marital status, disability status, or any other protected status.

If you have any special needs or accessibility requirements, please let us know. We will do our utmost to accommodate, in accordance with applicable local legislation.

At Voiceflow, since we are a small and mighty team – we put a lot of care and time into who we hire. We take a hybrid approach when it comes to our recruitment process. We believe in a combination of conversational-style & standardized interviews along with take-home assessments for technical positions. We will ensure there is time at the end of all interviews for you to ask any questions and will keep an open-line of communication throughout the process.