Tech Touch Customer Success Manager

About EliseAIEliseAI develops cutting-edge conversational AI technology for industries fundamental to our lives: housing and healthcare. Everything is built on the foundation of health and home. Broken systems or ineffective processes in these domains have a disproportionate impact on our quality of life and society's overall wellbeing. Conversely, any solution or technology that solves problems in these areas will have an impact that ripples far beyond them. That's the only kind of impact we are interested in having at EliseAI. If you get excited by the thought of working really hard on these kinds of problems, then EliseAI is the right place for you.About The RoleEliseAI is seeking a Tech Touch Customer Success Manager to scale and optimize customer engagement through technology and data-driven strategies. In this role, you will manage a high volume of accounts, leveraging tools like PlanHat, Salesforce, Zendesk, and Gong to drive customer success. You'll be responsible for maintaining strong relationships through scalable engagement strategies while also meeting with customers for critical touch points such as business reviews and key strategic discussions.Your work will ensure customers achieve maximum value from EliseAI's products, blending automation with human interaction to deliver exceptional experiences.Key ResponsibilitiesHigh-Volume Account Management: Proactively manage a large portfolio of accounts, balancing automation and personal engagement to drive adoption, retention, and satisfactionLeverage Customer Success Tools: Use platforms such as PlanHat, Salesforce, Zendesk, and Gong to monitor customer health, automate workflows, and track success metrics. Hands-on experience with at least one of these tools is requiredCustomer Engagement: Schedule and lead critical customer meetings, including Quarterly Business Reviews (QBRs), to address strategic goals, share insights, and strengthen relationshipsAutomated Engagement Strategies: Design and implement scalable communication plans using tools like in-app messaging, email campaigns, and self-service resources to support customer successData-Driven Insights: Analyze customer usage patterns to identify trends, predict risks, and develop targeted strategies for improvementOnboarding and Adoption: Partner with implementation teams to deliver efficient onboarding processes, using automated playbooks to set customers up for long-term successContent Creation: Develop self-service resources such as training videos, help guides, and FAQs to empower customers and reduce friction in their workflowsFeedback Loop: Serve as the voice of the customer within EliseAI, sharing actionable feedback with Product, Engineering, and other internal teams to inform roadmap decisionsProactive Risk Management: Monitor customer health metrics to address underperformance early and mitigate churn risksRequirements2+ years of experience in a SaaS Customer Success role, ideally with a focus on managing a high volume of accountsHands-on experience with customer success tools such as PlanHat, Gainsight, ChurnZero, Totango, or similar platforms is requiredProven ability to lead critical customer meetings, including QBRs and strategic touch pointsStrong analytical skills with the ability to interpret data and drive actionable strategiesExcellent written and verbal communication skills, with the ability to distill technical concepts for non-technical stakeholders.Experience balancing scalable, technology-driven engagement with personal relationship managementAbility to thrive in a fast-paced, collaborative environment with a proactive mindsetKnowledge of SaaS integrations, APIs, and technical workflows is a plusWillingness to work in person at our NYC headquarters 4-5 days a weekWhy JoinGrowth and impact. It's not often that you can get in on the ground floor of a funded (unicorn!) startup that's scaling. That means that instead of following a playbook, you'll be writing it. Every single day you will be challenged to identify how we can scale and execute on it. You'll learn what works when you succeed and what doesn't when you fail. Either way, the rest of the team will be here to support you.BenefitsIn addition to the growth and impact you'll have at EliseAI, we offer competitive salaries along with the following benefits:Equity in the company in the form of stock options Medical, Dental and Vision premiums covered at 100% Fully paid parental leaveCommuter benefits 401k benefitsMonthly fitness stipendOur brand new Midtown south office with an open floor plan, fully stocked kitchen, and company paid lunchFun company social events through our Elise and the City programUnlimited vacation and paid holidaysWe'll cover relocation packages from outside of the Greater NYC metro area - we'll make the move exciting, not painful.Job Compensation Range:The salary range for this role is $85,000-$110,000 (OTE $107,500 - $132,500). EliseAI offers a competitive total rewards package which includes base salary, equity, and a comprehensive benefits & perks package. Exact compensation is determined based on a number of factors including experience, skill level, location and qualifications which are assessed during the interview process. Additional details about total compensation and benefits will be provided by our Recruiting Team during the hiring process.EliseAI provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.If you need assistance andor a reasonable accommodation in the application or recruiting process due to a disability, please contact us at .#li-onsite

Created: 2025-02-17