Customer Success Manager

| Greater LA Area
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At Convoso, we invite you to claim your seat at the table and shape the conversation. We
challenge you to leverage your strengths and get in touch with what it means to be passionate.  We dare you to willfully ignore the obvious and turn inspired conversation into actionable leadership. And if you make a ruckus, then own it. Because ruckus makes the cut here. So does leveling up. Setting your own path. And hustling great ideas to the table. We’re an emergent technology startup company with something to prove. We value collaboration and reward pushing the limit. Are you ready to own your seat at the table? Shape the conversation? And change us with your work?

Who WE are:
Convoso is achieving robust growth in the SaaS space. Our multi-channel communication software leverages conversational AI agents to eliminate the first 60 to 90 seconds of every pre-qualifying call for improved lead generation. We’re currently expanding our market reach and welcoming the next wave of talent to our company.

Who YOU are:

• Self-Starter: You are a competitive, persuasive, determined and enthusiastic individual who demonstrates the ability to produce extraordinary work. You take initiative to do whatever it takes to achieve objectives.

• Goal-Oriented: Constantly setting, pursuing and attaining goals, regardless of obstacles or circumstances. You are a resourceful individual who implements new strategies to achieve ambitious and challenging goals.

• Leadership: You build trust and demonstrate integrity with a noticeable congruence between words and actions. You are able to organize and influence others to believe in a vision, while creating a sense of direction.

• Customer-Focused: You strive to anticipate, identify and understand customer’s wants, needs and concerns. You exhibit high quality customer service and enjoy building professional relationships with clients.

• Teamwork: Your style emphasizes the importance of teamwork, while also encourages individuals to learn and grow. You have been recognized for your excellent interpersonal skills and your ability to effectively communicate, build rapport and relate well to others.

• 5+ years relevant work experience with post-sales, customer-facing responsibilities in a B2B software SaaS environment. Relevant Customer Success Management experience is preferred.

• Experience with inbound call center management is preferred.

• Possess exceptional written and verbal communication and presentation skills to earn credibility consulting and negotiating with C-level executives backed by a strong understanding of their business objectives.

• Strong personal management. You’re driven - no one needs to push you to excel, it’s just who you are. Ability to work autonomously and to prioritize tasks while managing a diverse workload in a fast-paced, dynamic environment. Keen attention to detail and a consistent follow-through to commitments.

• You want to help and serve our customers - customer service is in your DNA. You consistently seek win-win solutions. • Ability to facilitate internal cross-functional discussions to resolve customer concerns and product issues.

• Eager to learn, adapt, and perfect your work; you seek out help and put it to good use.

• BA/BS degree or relevant experience.

 

What will make YOU excited to go to work every day:

• It is the responsibility of the CSM to drive customer adoption and retention. You will own the relationship with assigned customers, which includes ensuring successful onboarding, increasing product adoption, ensuring engagement and retention, facilitating upsells, and maintaining high levels of customer satisfaction.

• Possess a comprehensive understanding of the Convoso platform and guide the customer via training sessions, discussions, and account optimizations to ensure adoption and success.

• Facilitate best practice usage of Convoso solutions to help customers maximize their investment.

• Apply expertise in data visualization to see the larger picture to help identify trends and opportunities to drive growth of our platform.

• Proactively monitor and report customer health and serve as a customer advocate back into Convoso to ensure that our solutions are evolving to meet our customers’ needs.

• Provide clear and constructive feedback to Support, Product Management, and Engineering based on customer needs and/or reported issues. Manage and coordinate escalation activities as needed.

• Additionally, work in a pre-sales fashion to assist Sales Representatives in meetings focused on product demos and trials.

Work perks worth the hype:

  • Competitive compensation package 
  • Medical, dental, and vision insurance 
  • 401 (k) employer match program 
  • Gym membership reimbursement 
  • Fully stocked kitchen (vegetarian friendly) 
  • Catered family lunches together (Every Friday)
  • Weekly Happy Hours 
  • Your birthday off
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Technology we use

  • Engineering
    • C++Languages
    • JavaLanguages
    • PerlLanguages
    • PHPLanguages
    • PythonLanguages
    • SqlLanguages
    • lampLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • LaravelFrameworks
    • Node.jsFrameworks
    • SparkFrameworks
    • SymfonyFrameworks
    • TensorFlowFrameworks
    • ZendFrameworks
    • MySQLDatabases

Location

5955 De Soto Ave Ste 210, Woodland Hills, CA 91367

An Insider's view of Convoso

What are some social events your company does?

We do lots of fun, on and offsite, team building events, have weekly catered family lunches, a stocked kitchen and happy hours ~ monthly massages, and your birthday off!

Jenn

Head of Talent

How do you collaborate with other teams in the company?

At Convoso, we like to promote collaboration amongst departments. It's always nice to see team-members work together to solve a problem!

Meg

Head of Operations

How has your career grown since starting at the company?

I started here on a 3 month contract to fill 5 roles and move on... I have now been here almost a year, have taken ownership of, and am building out the department. We are in the process of tripling the size of our company. Fun, busy, and exciting times at Convoso!

Jenn

Head of Talent

How do you make yourself accessible to the rest of the team?

My door is always open! If it's closed.. you can always message me. I am always ready to help and solve issues with the team.

Meg

Head of Operations

What are Convoso Perks + Benefits

Convoso Benefits Overview

Competitive compensation package
Medical, dental, and vision insurance
401 (k) employer match program
Gym membership reimbursement
Fully stocked kitchen (vegetarian friendly)
Monthly massages
Weekly catered family lunches together
Weekly happy hours
Your birthday off

Culture
Friends Outside of Work
Eat Lunch Together
Open Door Policy
Team-Owned Deliverables
Team-Based Strategic Planning
Group Brainstorming Sessions
Open Office Floor Plan
Diversity
Highly Diverse Management Team
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
On and offsite team building events.
Stocked Kitchen
Some Meals Provided
Happy Hours
Happy hours are hosted On occasion .
Parking
Fitness Subsidies
Monthly Gym Reimbursement
Professional Development Benefits
Cross-Functional Training Encouraged
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