Customer Success Manager (Remote)

Fireflies.ai is an AI voice assistant that automatically takes notes, makes meetings searchable, and delivers key insights from conversations. We are growing rapidly across tens of thousands of organizations and growing our footprint inside Fortune 500 companies. Chances are you've seen Fireflies in one of your meetings! Fireflies integrates with all the major video-conferencing platforms including Zoom, Google Meet, Teams, Webex, and more. We are a globally distributed team across 20+ countries.

We are seeking a passionate and results-driven Customer Success Manager to join our team. In this role, you will play a pivotal role in ensuring our customers achieve their desired outcomes while using our SaaS products. You will be responsible for building strong, lasting relationships with our customers, understanding their needs, and guiding them to success. Customer education and Adoption of features like Implementing AI apps, integrations, workflows, Health checks, low usage analysis, and ensuring retention.

Responsibilities:

• Customer Onboarding: Assist new customers in getting started with our product, providing guidance, and training, and ensuring a smooth onboarding process.
• Account Management: Develop and maintain strong relationships with key customer accounts. Act as their main point of contact and advocate within the company. Exploring expansion opportunities and PLS
• Product Expertise: Become an expert in our SaaS product(s) and stay updated on new features and enhancements. Be able to effectively communicate product benefits and solutions to customers.
• Customer Training: Create and deliver training materials and webinars to help customers maximize the value of our product.
• Customer Support: Address customer inquiries, resolve issues, and escalate when necessary. Ensure timely responses to customer support tickets.
• Customer Feedback: Gather customer feedback, case studies, quotes, g2 reviews, and insights to provide input to the product development team for continuous improvement.
• Renewals and Upselling: Monitor customer usage and work on renewing subscriptions. Identify opportunities for upselling and cross-selling additional services or features.
• Customer Success Plans: Collaborate with customers to create and execute customer success plans that align with their goals and objectives.
• Churn Prevention: Proactively identify and address factors that may lead to customer churn. Develop strategies to mitigate churn and increase customer retention.
• Reporting: Maintain and provide regular reports on customer engagement, satisfaction, and product usage to internal stakeholders.
  
  
  

Qualifications:

• Bachelor's degree in a relevant field (Business, Marketing, Computer Science, etc.).
• Previous experience in a Customer Success role, preferably within the B2B SaaS industry.
• Strong communication, interpersonal, and relationship-building skills.
• Excellent problem-solving abilities and a customer-centric mindset.
• Proven ability to work independently and as part of a team.
• Familiarity with Customer Relationship Management (CRM) software is a plus.
  
  
  

Note: Availability to work in the PST time zone and accommodate North American customer needs.

We keep our Hiring process pretty straight and simple

• 1st Round: Assessment to check the problem-solving ability.
• 2nd Round: Call with the Global Recruitment Manager
• 3rd Round: Call with the GTM team
• 4th Round: Call with the Leadership Team
• 5th Round: Reference check and offer
  
  
  

Values that are important to us :

• You're data-driven and customer-focused
• You have excellent communication written and oral (a must-have for remote teams)
• You measure your results & automate when possible
• You get 10% better at something every week
• You have an internal compass and take accountability & initiative
• You thrive in globally distributed, 100% remote teams
  
  
  

Benefits :

• Competitive comp
• Work remotely anywhere in your respective country
• Ability to move laterally within a team and grow rapidly
• Paid time off and flexible leave policy
• No boss culture
• Flexible working hours
• LGBTQ+ friendly
• Company Offsites/Virtual Retreats
• Tech reimbursements
  
  
  

About Us :

Fireflies was rated by Gartner as one of the top 25 startups to watch for in 2020. The company has raised $19 million from top-tier investors, including Canaan, Khosla Ventures, and angels from Slack, Facebook, Dropbox, Amazon, and Salesforce. We are a 90+ global team across 15 + countries. In just the past year, Fireflies has taken notes for over 3 million people and is used by folks across 150,000+ companies.

We are an equal opportunity employer and strongly value diversity at our company because our team will be stronger with different perspectives and experiences. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.