Technical Customer Success Manager

Technical Customer Success Manager

Cassidy is an innovative no-code platform enabling businesses to create custom AI assistants that automate complex workflows. We’re looking for a passionate Customer Success Manager to join our team and help users unlock the full potential of Cassidy.

About the Role

As the Customer Success Manager at Cassidy, you will play a pivotal role in ensuring customers succeed in using our platform. You’ll act as a trusted advisor, guiding clients through onboarding, driving adoption, and identifying opportunities to expand their use of Cassidy. You’ll also collaborate across teams to improve the customer experience and help inform our product roadmap.

Responsibilities

1. Customer Onboarding and Enablement

   • Guide new customers through tailored onboarding plans, ensuring they adopt Cassidy successfully and efficiently.

   • Create and maintain resources such as quick start guides, tutorials, and training sessions to enhance customer education.

2. Customer Health and Success Monitoring

   • Regularly monitor customer engagement, usage metrics, and health scores to identify at-risk accounts and proactively address challenges.

   • Conduct periodic business reviews with key accounts to align on goals and ensure ongoing value realization.

3. Account Management and Advocacy

   • Build strong relationships with customers, acting as a trusted advisor and advocating for their needs within Cassidy.

   • Collaborate with Sales to manage renewals, identify upsell opportunities, and drive revenue growth.

4. Issue Resolution and Escalation Management

   • Serve as the main point of contact for resolving critical customer issues, ensuring quick and effective solutions.

   • Partner with technical teams to troubleshoot and address escalated concerns.

5. Feedback and Product Collaboration

   • Gather and document customer feedback to share with product and engineering teams, influencing roadmap priorities.

   • Help test new features in beta programs, ensuring they meet customer needs before release.

6. Community Building and Engagement

   • Foster a community of engaged users by managing forums, organizing webinars, and highlighting success stories.

   • Develop customer case studies, testimonials, and other content to showcase customer success.

7. Customer Success Playbook Development

   • Establish scalable processes for onboarding, engagement, and retention.

   • Continuously refine customer success methodologies to enhance outcomes and improve efficiency.

Ideal Qualifications

• BA/BS degree or equivalent experience, with a technical background strongly preferred.

• 1-2+ years of experience in customer success, consulting, or related roles in a customer-centric environment.

• Strong familiarity with AI technologies, including prompt engineering and workflow automation.

• Excellent communication skills, able to simplify technical concepts for diverse audiences.

• Proven ability to improve customer experiences, drive adoption, and manage customer accounts.

• Experience working with cross-functional teams and managing customer feedback loops.

• Passion for AI and staying up-to-date with industry trends.

• Able to work from our NYC office 5 days per week.

• Legally authorized to work in the United States without employer sponsorship.

Benefits

• Competitive salary.

• Unlimited PTO.

• Comprehensive medical, dental, and vision insurance.

• Significant equity in a well-capitalized company at the forefront of AI technology.

• High-trust, transparent team culture with autonomy and opportunities for growth.

• Commitment to upskilling and promoting from within as the company grows.