Scaled Customer Success Manager | Housing
Scaled Customer Success Manager | Housing
Scaled Customer Success Manager | Housing
eliseai
EliseAI is a company focused on enhancing the housing and healthcare industries through AI integration. They are seeking a Scaled Customer Success Manager to optimize customer engagement using technology and data-driven strategies. The role involves managing a large portfolio of accounts, utilizing tools like PlanHat, Salesforce, Zendesk, and Gong to ensure customer satisfaction and success.
Qualification
- Hands-on experience with customer success tools such as PlanHat, Salesforce, Zendesk, or Gong
- Strong communication and relationship-building skills
- Ability to analyze data and customer usage patterns
- Experience in designing and implementing customer engagement strategies
- Familiarity with automation tools and self-service resources
- Proven track record in managing customer accounts and driving satisfaction
- Ability to work collaboratively with cross-functional teams
- Experience in conducting business reviews and strategic discussions
Responsibility
- Proactively manage a large portfolio of accounts, balancing automation and personal engagement to drive adoption, retention, and satisfaction
- Use platforms such as PlanHat, Salesforce, Zendesk, and Gong to monitor customer health, automate workflows, and track success metrics
- Schedule and lead critical customer meetings, including Quarterly Business Reviews (QBRs), to address strategic goals, share insights, and strengthen relationships
- Design and implement scalable communication plans using tools like in-app messaging, email campaigns, and self-service resources to support customer success
- Analyze customer usage patterns to identify trends, predict risks, and develop targeted strategies for improvement
- Partner with implementation teams to deliver efficient onboarding processes, using automated playbooks to set customers up for long-term success
- Develop self-service resources such as training videos, help guides, and FAQs to empower customers and reduce friction in their workflows
- Serve as the voice of the customer within EliseAI, sharing actionable feedback with Product, Engineering, and other internal teams to inform roadmap decisions
