Customer Success Manager-B2B Saas

Fireflies.ai is the #1 AI voice assistant automating note-taking, making meetings searchable, and turning voice into action & insights. It integrates into Zoom, Google Meet, and all major web-conferencing platforms. Fireflies is trusted by over 20M users across 300k+ companies worldwide. Ramp recognized Fireflies as the 6th most popular AI platform behind OpenAI, Midjourney and Anthropic. Chances are you've seen Fireflies in one of your meetings!

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 :

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

Values that are important to us :

Perks & Benefits :

Skills Required

Customer Training, Customer Support, Account Management, customer feedback, Reporting