Strategic Customer Success Manager
Vouched$120,000 - $120,000/year
Full Time
Junior (1 to 2 years)
Not SpecifiedCompensation
Mid-level (3 to 4 years)Experience Level
Full TimeJob Type
UnknownVisa
HousingIndustries
Requirements
- 2+ years of experience in a SaaS Customer Success role, ideally with a focus on managing a high volume of accounts
- Hands-on experience with customer success tools such as PlanHat, Gainsight, ChurnZero, Totango, or similar platforms
- Proven ability to lead critical customer meetings, including QBRs and strategic touch points
- Strong analytical skills with the ability to interpret data and drive actionable strategies
- Excellent 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 management
- Ability to thrive in a fast-paced, collaborative environment with a proactive mindset
- Knowledge of SaaS integrations, APIs, and technical workflows is a plus
- Willingness to work in person at our office 4-5 days a week
Responsibilities
- Proactively manage a large portfolio of accounts, balancing automation and personal engagement to drive adoption, retention, and satisfaction
- Use platforms such as PlanHat, Salesforce, Zendesk, and Gong to monitor customer health, automate workflows, and track success metrics
- Schedule and lead critical customer meetings, including Quarterly Business Reviews (QBRs), to address strategic goals, share insights, and strengthen relationships
- Design and implement scalable communication plans using tools like in-app messaging, email campaigns, and self-service resources to support customer success
- Analyze customer usage patterns to identify trends, predict risks, and develop targeted strategies for improvement
- Partner with implementation teams to deliver efficient onboarding processes, using automated playbooks to set customers up for long-term success
- Develop self-service resources such as training videos, help guides, and FAQs to empower customers and reduce friction in their workflows
- Serve as the voice of the customer within EliseAI, sharing actionable feedback with Product, Engineering, and other internal teams to inform roadmap decisions
- Monitor customer health metrics to address underperformance early and mitigate churn risks
Skills
Key technologies and capabilities for this role
Questions & Answers
Common questions about this position
What is the salary for this Tech Touch Customer Success Manager position?
This information is not specified in the job description.
Is this role remote or onsite?
The position is onsite.
What skills and experience are required for this role?
Candidates need 2+ years of experience in a SaaS Customer Success role, ideally managing a high volume of accounts, and hands-on experience with customer success tools such as PlanHat, Gainsight, ChurnZero, Totango, or similar platforms.
What is the company culture like at EliseAI?
EliseAI focuses on working really hard on impactful problems in housing and healthcare, seeking team members who get excited by that challenge, with a driven team environment.
What makes a strong candidate for this Customer Success Manager role?
A strong candidate has 2+ years in SaaS Customer Success managing high-volume accounts and hands-on experience with tools like PlanHat or similar.
EliseAI
Conversational AI solutions for businesses
About EliseAI
EliseAI provides conversational artificial intelligence solutions tailored for businesses in the real estate and healthcare sectors. The platform automates customer interactions and operational workflows, integrating with existing systems like Property Management Systems and Customer Relationship Management systems. For real estate clients, EliseAI streamlines the leasing process with tools for automated tour scheduling and virtual tour management, allowing potential renters to receive responses and schedule appointments 24/7. In healthcare, EliseAI acts as an AI assistant to manage patient inquiries and appointment scheduling, enhancing efficiency in medical facilities. The company operates on a Software-as-a-Service model, charging subscription fees based on service levels and customization. EliseAI's goal is to improve operational efficiency and customer satisfaction by automating routine tasks and providing valuable insights through analytics.
New York City, New YorkHeadquarters
2017Year Founded
$138MTotal Funding
SERIES_DCompany Stage
Enterprise Software, AI & Machine Learning, Real Estate, HealthcareIndustries
201-500Employees
Benefits
Equity in the company in the form of stock options
Medical, Dental and Vision premiums covered at 100%
Fully paid parental leave
Commuter benefits
401k benefits
Monthly fitness stipend
Fun company social events through our Elise and the City program
Unlimited vacation and paid holidays
Risks
Increased competition from companies like Colleen AI and Funnel may erode market share.
Expansion into healthcare faces challenges due to regulatory requirements and integration issues.
Reliance on proprietary technology poses risks if competitors develop superior solutions.
Differentiation
EliseAI integrates seamlessly with PMS, CRM, and calendar applications for efficient communication.
The platform handles 50% of tour appointments, with 27% scheduled after business hours.
EliseAI supports multiple languages, enhancing its utility in diverse markets.
Upsides
EliseAI's Series D funding of $75M boosts its market expansion and product development.
The platform's AI-driven predictive analytics improve rental pricing and occupancy forecasting.
Growing demand for AI in telehealth services aligns with EliseAI's HealthAI expansion.
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