Customer Success Manager

Who We Are: WellSaid Labs 

We’re creating Voice for everyone.

WellSaid Labs is the leading AI voice company for enterprise and professional applications. Using carefully sourced voice talent and our own AI advanced platform, WellSaid provides ultra realistic voices that the world’s biggest brands trust to engage listeners. We build AI responsibly and ethically. 

Who You Are: A Positive, Proactive Customer Success Manager

At WellSaid Labs, Customer Success Managers drive long-term success and adoption by serving as the main point of contact for a designated set of customers. While your focus will be on retention initiatives, your day-to-day will require involvement in all aspects of the customer journey. From onboarding new customers to owning retention and customer satisfaction, you will enable and support our customers in reaching their goals with WellSaid Labs. 

How You’ll Contribute:  

As CSM, you will serve as the primary contact throughout the entire customer relationship. This includes onboarding new customers, training end users, post-go-live support, and partnering with the designated Expansion Account Executive to identify upsell/cross-sell opportunities and secure the renewal.

In your day-to-day, you will: 

• Onboard customers, understanding their use cases and workflows 
• Clearly communicate best practices to customers
• Identify and engage accounts at risk, and implement methods to avoid churn
• Further the understanding of customer outcomes through ongoing collection and analysis of data
• Document and report the voice of the customer to product and sales
• Provide strategic support to customers and help them craft voice-over for their productions 
• Increase adoption and revenue across the existing book of business
• Insightfully anticipate customer needs and proactively offer assistance
• Be a product expert, deeply understanding the various customer use cases and product features to meet their needs
• Contribute to defining and refining the initiatives, methodologies, assets and programs within Customer Success

What We’re Looking For 

To thrive in this role, you ideally have successfully built strong relationships with customers to ensure satisfaction and revenue retention/growth. You are able to communicate clearly and effectively with your book of business in order to act as their trusted advisor and product expert. You should possess strong organizational skills and the ability to leverage technology and data analytics to drive proactive outreach and engagement, ensuring optimal satisfaction and retention across a diverse portfolio of clients.

 You also have some combination of the following:

• 1.5+ years of experience in Customer Success at a SaaS company ,
• Experience working in fast-paced or startup environments
• Experience with SaaS applications
• Impressive content creation and communication abilities
• Ability to create structure in ambiguous situations and design effective processes
• Bias for action
• Passion for technology and for being a part of a fast-growing SaaS company
• Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Services)
• Experience producing creative work is a plus
• BA/BS or equivalent experience 

To join our team you also:

• Must be a U.S. Citizen or Permanent Resident
• Must pass a pre-employment background check 

What We Offer 

WSL is proud to support an inclusive work environment that emphasizes each team member’s personal and professional growth. Our team is fully distributed throughout the U.S., and we support flexible schedules - work where and when you work best. You’ll have teammates just a Slack message or video call away if you ever need help solving an exciting challenge, or even if you just have a funny story to tell.

Other perks and benefits: 

• Competitive salary and stock options
• Full medical, dental, and vision insurance
• Matching 401(k) plan
• Generous vacation policy/paid time off
• Parental leave
• Learning & development stipend
• Home office stipend

What to Expect From Us 

We strongly encourage you to apply! If we feel your skills, experience, and values match, we’ll reach out about meeting with the team. 

During the interview stage, you can expect:

• An initial “phone” screen with the hiring manager (45 minutes); if there’s a match we’ll schedule an interview loop with the team.
• An Interview loop with 3-4 interviews (1 hour each) with the team members you will be potentially working with 

All interviews will be remote via Google Meets; we are happy to make accommodations you might need to feel set up for success in our process. 

WellSaid Labs is honored to be an equal opportunity workplace. We realize that by bringing together teams rich in diverse thoughts and experiences, our people, company, and customers are free to flourish. We are committed to providing equal employment opportunities regardless of race, color, national origin, religion, creed, genetic information, sex (including pregnancy, sexual orientation or gender identity), age, marital status, disability, military or veteran status; or any other protected classifications or characteristics under applicable local laws.