Senior Customer Success Manager

Directly San Francisco , CA 94118

Posted 1 week ago

As a Senior Customer Success Manager with Directly you will work with our key accounts to ensure they are getting maximum value from our innovative product offering. She or he will make an immediate impact by fostering and expanding customer relationships, collaborating with internal teams across the company to drive business, and acting as the primary contact with companies like LinkedIn and SAP. If you are a polished communicator, team player, keen multitasker, and an analytically-minded CSM with a passion for delivering an excellent customer experience then we want you on our growing team.

Role & Responsibilities:

  • Manage 6-10 of our key enterprise accounts, establishing a strong rapport that drives customer engagement, retention, and success

  • Lead client education on product capabilities, manage the implementation of new initiatives, prepare and lead QBR activities, monitor program metrics to drive success, and maintain regular contact with your customers

  • Partner with our Professional Services team on integrations and large scale implementations

  • Approach your accounts with an analytical mindset, dissecting, analyzing, and using data to tell a story

  • Advocate for your customers by collaborating with internal teams including Product, Sales, Engineering, and Marketing

  • Partner with our Account Executive team on strategic opportunities and business expansions

  • Accelerate customer adoptions of Directly on all fronts, quickly assessing needed adjustments to make our programs successful

Skills & Experience:

  • 4-8 years of experience in a Customer Success or Account Management role

  • Familiarity with the configuration of CRMs or equivalent systems

  • Industry experience in ChatBots, Virtual Agents, Messenger integrations, or related domains

  • Industry experience in Customer Service or Customer Experience

  • Skilled relationship builder with proven history of managing multiple mid to large enterprise accounts

  • Polished communicator and presenter with ability to speak to technical integrations

  • Collaborative team player who thrives in a fast-paced environment (i.e. you've got grit!)

  • Bachelor's Degree required

Bonus Points:

  • CRM admin skills

  • Background in professional services with API integration knowledge

Directly is an emerging leader in CX Automation, helping companies deliver better customer service at scale while creating economic opportunity for people in the AI era. Companies like Airbnb, Microsoft and Samsung use our integrated platform to put their expert users at the heart of their AI, resolving more customer questions at 60-80% less cost. Expert users identify gaps in self-service content, and are paid to: create support content that's delivered to customers automatically, teach AI algorithms to continuously improve, and resolve customer questions.

Directly is based in San Francisco and backed by top firms including Microsoft Ventures, Northgate Capital, Costanoa Ventures, and True Ventures.

We've got a an amazingly talented team focused on collaboration and melding together creativity, technology, and data-driven insights. Come join Directly and contribute to our culture of curiosity, authenticity, and innovation!


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