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Customer Success Strategist

1 week ago

Makati City, National Capital Region, Philippines 360-365 Marketing Full time

Company Overview:

Robonote is a cutting-edge AI-driven startup that revolutionizes the call center industry by extracting valuable insights from customer interactions across voice, text, SMS, and chat. Our innovative platform empowers businesses to optimize performance, enhance customer satisfaction, and drive revenue growth through AI-powered analytics.

We're seeking a highly skilled and technically adept Customer Success Manager (CSM) who will play a crucial role in ensuring our clients successfully integrate and maximize the value of Robonote's platform.

Key Responsibilities:

  1. Partner with new clients to seamlessly integrate Robonote with their existing CRM and VoIP systems.
  2. Possess strong technical knowledge of CRM, VoIP, and API-based integrations to troubleshoot issues and provide expert-level support.
  3. Guide clients through best practices for configuring Robonote's AI algorithms to optimize performance and insights generation.
  4. Serve as the primary point of contact for key accounts, ensuring clients achieve maximum value from the Robonote platform.
  5. Proactively monitor client usage data and identify opportunities for improvement, feature adoption, and increased ROI.
  6. Conduct regular check-ins, training sessions, and business reviews to ensure customer satisfaction and long-term retention.
  7. Identify upsell and expansion opportunities, helping clients unlock additional Robonote features and services.
  8. Develop and maintain strong, trust-based relationships with clients, becoming their strategic advisor.
  9. Stay up-to-date with AI, call center, and customer service trends to provide expert recommendations to clients.
  10. Collaborate with internal teams (Product, Engineering, Sales) to provide client feedback and influence product roadmap decisions.

Required Qualifications & Skills:

  • 4+ years of experience in a Customer Success Manager role, preferably within a SaaS, AI, or VoIP industry.
  • Proven track record of successfully onboarding, retaining, and growing client accounts in a fast-paced environment.
  • Technical Skills (Mandatory):
    • CRM Systems: Hands-on experience with Salesforce, HubSpot, Zoho, or similar platforms.
    • VoIP Technologies: Familiarity with Twilio, Five9, Genesys, RingCentral, or similar VoIP systems.
    • API & Integrations: Ability to troubleshoot API-based integrations and work with technical teams to resolve issues.
    • Data Analysis: Comfortable using SQL, Excel, or BI tools to analyze client data and drive insights.
    • Exceptional communication, interpersonal, and problem-solving skills.
    • Strong analytical mindset, capable of deriving actionable insights from customer data.
    • Ability to work independently while effectively managing multiple priorities.
    • Passionate about customer success and dedicated to delivering exceptional experiences.

Benefits:

  • Remote-first culture with flexible working hours
  • Competitive salary + performance-based bonuses
  • Professional growth opportunities in a fast-growing AI startup
  • Collaborative and dynamic work environment
  • Work with international clients and a global team