Mid-Market Customer Success Manager

Santa Barbara. Posted 9 months ago

The role

You will own relationships with customers ranging from startups to Fortune 500 companies. You will oversee implementation, training, renewal, expansion, and day-to-day customer support to ensure they get the most out of the platform.

What you will do

Own relationships across a wide range of customers
Understand customer objectives and design the path to success
Identify growth opportunities
Oversee implementation, training, renewal, and expansion processes
Provide day-to-day customer support
Create resources such as guides, FAQs, and best practices
Collaborate with teams across Unwrap to relay feedback and advocate for customer needs
Contribute to improvements to the platform and processes

Required qualifications

2-5 years of experience in a Mid-Market or Enterprise Customer Success or Account Management-related role
Proven track record of delighting customers and driving customer retention, renewals, and expansion
Proven success operating as a trusted strategic advisor to technical and non-technical stakeholders
Ability to translate complex business objectives into measurable outcomes and navigate executive conversations
Curious, empathetic, and able to handle challenging situations with grace
Ability to translate customer feedback and challenges into insights
Ability to thrive in a fast-paced startup environment
Located in or willing to relocate to Santa Barbara and excited about working in-person

Nice to have

Experience in SaaS or AI-driven products

Benefits

Ground floor impact at a Series-A startup
Significant, potentially life-changing equity
Report directly to the Head of Customer Success
Ability to rapidly advance your career alongside company growth
Collaborate with experienced teammates, entrepreneurs, and advisors

About the company

Unwrap.ai is a venture-backed team of 40 based in Santa Barbara. They use Natural Language Processing to help companies collect and process feedback to build products people love.