Senior Manager, Customer Success

About EliseAI

EliseAI develops cutting-edge conversational AI technology for industries fundamental to our lives: housing and healthcare. Everything is built on the foundation of health and home. Broken systems or ineffective processes in these domains have a disproportionate impact on our quality of life and society’s overall wellbeing. Conversely, any solution or technology that solves problems in these areas will have an impact that ripples far beyond them. 

That’s the only kind of impact we are interested in having at EliseAI. 

If you get excited by the thought of working really hard on these kinds of problems, then EliseAI is the right place for you.

About The Role

We are seeking a Senior Manager of Customer Success to lead and inspire our customer success team while driving exceptional client experiences and outcomes. In this role, you will act as a player-coach, combining leadership skills with hands-on account management to ensure success across your team’s portfolio. This position will require willingness to roll up your sleeves, and the ability to balance strategic oversight with tactical execution. 

Key Responsibilities:

• Leadership & Coaching:
• Act as a first-line resource for escalations, providing guidance and resolutions for complex customer scenarios.
• Conduct regular coaching sessions and performance evaluations, empowering individual contributors to excel.
• Provide constructive feedback to foster team development and accountability.
• Customer Success Strategy:
• Oversee customer success initiatives within assigned segments, ensuring alignment with company goals.
• Monitor trends within customer segments, proactively addressing challenges and identifying opportunities for growth.
• Champion the adoption and effective use of tools like Planhat to drive customer insights and performance.
• Hands-On Account Management:
• Manage a reduced book of business ensuring personal accountability for key accounts.
• Collaborate with the team to deliver exceptional results, leading by example in customer relationship management.
• Team Enablement & Collaboration:
• Partner with cross-functional teams to ensure seamless communication and alignment between customer success, sales, and product teams.
• Serve as a key contributor to the development and execution of scalable processes to enhance customer success outcomes. 

Qualifications:

• Proven leadership experience, ideally in a player-coach role.
• Ability to balance strategic decision-making with hands-on involvement in day-to-day activities.
• Strong analytical and problem-solving skills, with experience identifying trends and translating them into actionable strategies.
• Experience with customer success platforms (e.g., Planhat) and a passion for leveraging technology to enhance processes.
• Willingness to "get your hands dirty" and thrive in a fast-paced, dynamic environment. 

• Experience managing accounts directly and an understanding of customer lifecycle management.
• A track record of innovation and driving process improvements within customer success functions.

Requirements: 

• Experience building and/or leading customer success teams in a high growth environment, ideally at a B2B SaaS startup 
• Skilled in navigating cross-functional relationships within a high-growth SaaS environment
• Excellent written and verbal communication skills;
• Strong sense of ownership and eagerness to build new processes
• Ability to communicate candid, constructive feedback with your team. 
• Strong customer-facing and presentation skills with the ability to establish credibility with executives
• Willing to work in person at our NYC headquarters 4-5 days a week

Why Join

Growth and impact. It’s not often that you can get in on the ground floor of a funded startup that’s scaling. That means that instead of following a playbook, you’ll be writing it. Every single day you will be challenged to identify how we can scale and execute on it. You’ll learn what works when you succeed and what doesn’t when you fail. Either way, the rest of the team will be here to support you.

Benefits

In addition to the growth and impact you’ll have at EliseAI, we offer competitive salaries along with the following benefits:

• Equity in the company in the form of stock options 
• Medical, Dental and Vision premiums covered at 100%  
• Fully paid parental leave
• Commuter benefits 
• 401k benefits
• Monthly fitness stipend
• Our brand new Midtown south office with an open floor plan, fully stocked kitchen, and company paid lunch
• Fun company social events through our Elise and the City program
• Unlimited vacation and paid holidays

We'll cover relocation packages from outside of the Greater NYC metro area - we'll make the move exciting, not painful.

Job Compensation Range:

The salary range for this role is $150,000 - $185,000. EliseAI offers a competitive total rewards package which includes base salary, equity, a comprehensive benefits & perks package, and bonus depending on the role. Exact compensation is determined based on a number of factors including experience, skill level, location and qualifications which are assessed during the interview process. Additional details about total compensation and benefits will be provided by our Recruiting Team during the hiring process.

In addition to the salary range listed, this role is eligible for commission based compensation. 

EliseAI provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

If you need assistance and/or a reasonable accommodation in the application or recruiting process due to a disability, please contact us at [email protected]

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