Customer Success Manager

PolyAI automates customer service through lifelike voice assistants that let customers lead a conversation. Our voice assistants make it possible for businesses to deliver outstanding customer service that rivals their human agents. Our customers, which include the world’s leading logos, are expanding how they use our platform, driving automation of critical customer service operations and integrating PolyAI into their daily customer service workflows.

As a Customer Success Manager for PolyAI, you will be reporting to our Head of Customer Success based in the US. You will have a primary responsibility of supporting our UK customers along the customer journey building relationships, providing guidance, and advocating for their needs to drive retention, growth, and satisfaction. As the main point of contact for the customer, you will guide them through on-boarding of our product and processes, aid in designing and measuring success of the solution, as well as identifying and planning growth opportunities. PolyAI are industry leaders in what we do, and you will be joining at a key moment to support our growth in new and existing verticals.

Responsibilities

• Establishing strong relationships with our customers, acting as their trusted advisor and main point of contact
• Guiding our customers through on-boarding of our product and processes and iterating where necessary
• Consulting with various customer departments to facilitate launch activities such as agent training, go-live strategy, marketing, etc.
• Working alongside the delivery team to represent the customers' needs and maintaining a deep understanding of their solution throughout the deployment process
• Leveraging a consultative mindset and data to identify, track, and guide customers on how to get the best out of the PolyAI solution
• Representing the voice of the customer internally and working with cross-functional teams to ensure alignment with product, marketing, delivery, etc.
• Partnering with Account Executives and Account Managers for continuity of care through renewals and expansions
• Establishing a technical aptitude that ensures you can work with an IT user / buyer who expect a high level of technical understanding in our solutions
• Tactically using business reviews to strike a healthy balance between operational deployment and future strategies and initiatives
• Being the leader in identifying and flagging any potential risk early in the customer journey and creating a coordinated effort across the organization as we drive to a healthy customer outcome
• Collaborating with internal teams to address customer issues and ensure timely resolution
  
  

Qualifications

• 3-5+ years of experience as a Customer Success Manager or Business Consultant
• A background in contact center SaaS
• A history of proven successes that enable a strong gross retention rate
• Technically minded and excited to work in conversational voice AI design
• Strong written, verbal, and presentation skills
• Prior experience managing Enterprise customers
• Inspiring without leading. Must be able to work alongside multiple teams across different implementation phases of the customer journey and inspiring urgency.
• A self-starter with an attitude of wanting to execute in an agile environment
• Bachelor’s degree, preferably in Business/Economics or Computer Science
  
  

Benefits

💰 Participation in the company’s employee share options plan

🏝 25 days holiday, plus bank holidays

🏡 Flexible working from home policy

🌎 Work from outside of the UK for up to 6 months each year

🧡 Enhanced parental leave

🚲 Bike2Work scheme

📚 Annual learning and development allowance

🏡 One-off WFH allowance when you join

👨‍👩‍👧 Company-funded fertility and family-forming programmes

🌸 Menopause care programme with Maven

🏥 Private healthcare and dental cover, discounts on gym members and relaxation apps, and access to a range of mental health programs

At PolyAI, we take great pride in our values—they guide everything we do. We believe that a strong culture leads to meaningful work and lasting impact.

Our Core Values Are

• Only the best: We expect the best from our people, we hire people that expect the best from themselves, and we nurture this drive for excellence.
• Ownership: We care deeply about what we do. We take ownership of our initiatives, decisions and outcomes.
• Relentlessly improve: We demand more from ourselves and are always evolving. Continuous, obsessive improvement is the only way we will transform the world of conversational AI.
• Bias for action: Our world moves quickly and so do we. We take calculated risks and we deliver impact fast.
• Disagree and commit: We are all working toward the same goal. If we donʼt agree with something, we work hard to understand it and when a decision is made, we accept it and give it our all.
• Build for people: We are hyper-focused on delivering the best automated experiences possible so that we can empower people to get exactly what they need, when they need it.
  
  

PolyAI is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions at PolyAI will be based on the business needs without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, neurodiversity status or disability status.

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