Senior Customer Success Manager

Segmentify is a Customer Engagement Platform helping online businesses  to optimise their conversion rates by enabling them to deliver a unique shopping experience for each visitor. Segmentify tracks each individual visitor’s behaviour in real-time and offers smart product recommendations by utilising in-house developed AI technology.

We have a dynamic and passionate compact team dedicated to creating a SaaS solution to boost eCommerce revenue. We are selected as one of the 25 Machine Learning Startups to Watch by Forbes magazine. We are one of the fastest growing start-ups in AI based e-commerce solutions with multiple investment rounds and have offices in 5 countries. 

We build Segmentify using new and powerful web stack (Java, Spring Boot, Cassandra, MongoDB, Apache Ignite, Kafka, React.js, Webpack, Redux and JavaScript ES6) and always watch for new trends and technologies.

Responsibilities 

• Serve as the main point of contact for a portfolio of mid-to-enterprise level customers
• Prepare and lead regular business reviews and performance presentations
• Own the customer relationship from onboarding through renewal
• Provide training, best practices, and hands-on support to maximize product usage
• Build and maintain lasting relationships with clients by understanding their needs and anticipating them in advance
• Understand clients' goals, business challenges, and how our solutions fit into their strategy
• Collaborate with sales for upsell and renewal opportunities
• Follow up regularly with clients to ensure needs are being met and identify opportunities
• Monitor customer health and proactively address risks or dissatisfaction
• Work cross-functionally with Product, Support, and Marketing teams to advocate for customer needs

Requirements 

• Bachelor's degree in business, marketing, or a related field
• 4–5 years of experience in Account Management, Customer Success, or Client Services, preferably in B2B SaaS and/or Digital Marketing & Ecommerce 
• Strong communication and interpersonal skills
• Proven track record of driving revenue growth through upselling and cross-selling
• Strong problem-solving skills and the ability to think creatively
• Experience with CRM software and other sales and marketing tools like Zoho CRM, Hubspot, Zendesk
• Fluent in English