Ikigai Labs is a fast growing startup founded out of MIT to empower data operators. We are building a no-code AI-powered data platform on the cloud. Our users depend on us to automate, maintain, and enhance day-to-day mission critical operations. We are a team of talented, hardworking and fun-loving engineers, data scientists, and data analysts working towards the goal of building the next generation of data tools.
RESPONSIBILITIES:
- Manage the onboarding of new customers with one of our Data Success Engineers and ensure a successful handoff from sales
- Monitor customer health and take corrective action when a decline in engagement is identified
- Drive user adoption through various touchpoints including training, product roadmap sessions, workshops, and developing relationships with several champions & power users
- Identify expansion opportunities by monitoring customer product usage, business updates/news, and creating strategic account plans with sales to grow to other teams
- Monitor customer support slack channels and tickets, respond to queries, and work cross-departmentally to resolve problems
- Set up Quarterly Business Reviews (“QBRs”) to assess customer health, collect feedback, and share new and upcoming product features
- Ensure all users at each customer are receiving our communications and updates
- Become an expert user of the product
- Own renewal negotiations and expansions for a portion of your customers
REQUIREMENTS:
- Minimum of 5+ years of experience as a Customer Success Manager
- Has managed a team of customer success account managers
- Has held a quota in the past
- Experience at an AI, ML or Data product company
- Experience and fluency in low/no-code, data products, and machine learning
- Experience managing renewals, upsell, and expansion
- Proven success of consistently hitting and exceeding KPI goals in a customer success team or similar role
- Proven success with renewing and growing customer base
- Entrepreneurial mentality - self-starter with a strong desire to learn and grow
- Experience selling to VP level and technical customers
- Interest in working at a hyper-growth startup in a quickly innovating space
- Strong negotiation and closing skills