As a Senior Enterprise Customer Success Manager (CSM), you manage the ongoing success of a portfolio of Signifyd's large, enterprise customers. You will work cross-functionally with multiple teams to ensure alignment with customer objectives. You will build out a strategic view of your accounts to ensure long-term success. As a trusted business advisor for your assigned customers, you will help engage with your customers to ensure platform usage, track key success metrics/outcomes, and conduct periodic account reviews.
You’ll be the first line of support for Conversica customers. Provide outstanding service, guided troubleshooting, and a clear, confident voice when customers need help. Triage support tickets, assist with product navigation and account updates, and collaborate with Tier 2 Support Engineers and cross-functional teams. If you're energized by helping others, curious about how software works, and looking to build hands-on experience in the SaaS world, this could be a great fit.
Troubleshoot technical issues, provide actionable recommendations and solutions, and ensure customer satisfaction. Manage multiple customer conversations in Salesforce Service Cloud, monitor key performance indicators, and gather customer feedback to improve products and processes. Collaborate with teams and maintain accurate documentation, adhering to company policies and procedures.
We are seeking an experienced and strategic Support Knowledge Manager to establish, lead, and mature the Knowledge Management (KM) program within our Technical Support organization. In this critical role, you will be responsible for developing and executing a comprehensive KM strategy centered around Knowledge-Centered Service (KCS) principles. Your primary objective is to enhance the efficiency and effectiveness of our Technical Support Engineers (TSEs), significantly improve customer self-service success, ensure the consistency and quality of support knowledge, and capture invaluable organizational expertise.
Address customer issues using technical and diplomatic skills, providing customer feedback to Twilio’s Product and Engineering teams. Work with customers' and partners' developers, architects, and support personnel to resolve problems. Collaborate with your teammates and the Twilio Product and Engineering teams. Be ready to assist our customers when they need us, and prioritize tasks effectively.
Customer Success is absolutely vital to Instructure's long-term success and profitability, and to helping their customers achieve their goals. As a Customer Success Manager (CSM), you will be responsible for maintaining satisfaction and long-term success for a portfolio of high-value enterprise clients. You will help ensure retention, drive adoption, and unlock revenue growth by applying a consultative approach and leveraging strategic insights and customer data.