About us:
Autone is an AI-powered inventory optimisation platform helping retailers transform their business through data-driven decision-making. Founded by Adil Bouhdadi and Harry Glucksmann-Cheslaw, who previously built Alexander McQueen’s intelligence platform, Autone is today trusted by more than 50 global brands to reduce inventory waste, increase sales, and enhance efficiency.
About you:
The Senior Customer Success Manager (CSM) will be our first hire in the USA and will be responsible for building strong relationships with our B2B retail clients, ensuring they realize the full value of our solutions. This role demands a strategic thinker with a deep understanding of the SaaS model, along with experience in the retail space. The ideal candidate is based in NYC and is obsessed with helping customers achieve success with our solution. They will be able to lead customer engagement initiatives, foster change management in the organizations, drive product adoption, and serve as a trusted advisor to clients throughout their journey to ultimately foster Net Dollar Retention.
Key Responsibilities:
- Customer Engagement: Build and maintain strong, long-lasting relationships with customers in portfolio (from users to C-levels), acting as their primary point of contact and trusted partner
- Onboarding and Training: Lead the onboarding process for new customers, ensuring a smooth integration and effective utilization of our solution. Conduct training sessions to educate customers on best practices and features. Define customer success plans to be used as main source of truth to show impact and value with our solution
- Product Adoption: Monitor and drive product adoption strategies to ensure clients are using our solutions effectively. Identify opportunities for upselling and cross-selling additional features or services
- Account Management: Develop account plans for key clients to proactively address concerns, identify growth opportunities, and ensure overall satisfaction
- Metrics and Reporting: Analyze customer data to track key performance indicators (KPIs) related to customer success and satisfaction. Prepare regular reports on client health scores, product utilization and customer success plans achievements
- Collaboration: Work closely with cross-functional teams, including Customer Experience, Sales and Product to relay customer feedback and contribute to product roadmap and continuous improvements
- Customer Advocacy: Act as the voice of the customer within the organization, advocating for their needs and challenges, and helping to shape the future of our solution
- Renewals and Risk Management: Oversee the renewal process for client contracts, manage risks, and develop strategies to avoid churns
Qualifications:
- 5+ years of experience in Customer Success, Account Management, or related roles within the B2B SaaS industry, preferably in the retail sector.
- Proven track record of driving customer satisfaction and success, with measurable outcomes.
- Strong understanding of SaaS metrics and methodologies, with experience in customer health scoring and performance metrics.
- Excellent communication and interpersonal skills, with the ability to build relationships with diverse stakeholders.
- Strong analytical and problem-solving skills, with a data-driven approach to decision-making.
- Proficiency in CRM software and customer success tools.
- Ability to work independently and collaboratively with internal stakeholders.
- Strong negotiation skills
- Willingness to travel for client visits and industry events, as needed.
