• Improve the customer journey — onboarding, QBRs, renewal workflows, and retention processes. • Run weekly 1-on-1s with CSMs to level up their skills, navigate stuck accounts, and drive performance against targets. • Own the NRR and gross retention strategy; identify churn risks and build frameworks for the team to mitigate them. • Audit current tools and implement our first CS platform to move from spreadsheets to data-driven health scores. • Identify expansion opportunities within existing accounts and equip the team to execute.

• Own a portfolio of high ARR, multi-region enterprise accounts • Define and manage joint success plans with clear KPIs • Lead Monthly / Quarterly Business Reviews (MBRs/QBRs) • Drive deep adoption across core WorkSpan modules and AI-powered features • Act as a trusted advisor to senior leaders in Alliances, Channels, Partner Sales, and Revenue Operations • Own major escalations and complex issues • Serve as a role model and mentor for other CSMs

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description As a Senior Customer Success Manager at Seamless, you will be responsible for the retention and expansion of Seamless AI’s accounts in our Strategic business segment. The Strategic CSM is responsible for driving growth and product adoption across the overall book of business, while ensuring the success of our customers and maximizing lifetime value. - Engage with existing customers, understanding their needs and experiences with Seamless.AI to ensure satisfaction and identify opportunities for account growth. - Lead the renewal process from start to finish, including contract negotiations, ensuring a high retention rate. - Develop and implement strategies to increase customer investment in Seamless.AI products and services. - Work closely with customer success and sales teams to identify opportunities for account expansion. - Conduct regular account reviews to monitor customer satisfaction and identify any potential issues before renewal. - Maintain accurate records of customer interactions, transactions, and feedback, while using this data to improve future strategies. - Stay updated on Seamless.AI product developments and industry trends to provide knowledgeable support and advice to customers. - Leverage a combination of tech-touch and personal-touch outreach to employ a proactive approach to ensuring customer health across the Strategic customer-base. - Take a consultative approach to make sure that the customer is maximizing their usage of Seamless.AI, and ensure that they will renew their subscriptions year over year. - Keep track of customer organizational changes, identify at risk customers, and coordinate efforts to eliminate risk. - Escalate issues to drive resolution in a timely, proactive manner. Qualifications - Excellent written and verbal communication skills. - Team player, able to work alongside several internal teams. - Detail-oriented, well organized, sales experience an advantage. - Ability to learn new technologies quickly and train others. - Strong negotiation and closing skills. - Ability to build rapport and foster long-term relationships with customers. - Self-motivated with a results-driven approach. Requirements - Bachelor’s Degree in Business, Marketing, or a related field. - 3-4 years experience in sales, account management, or customer success, preferably in a technology or SaaS environment. - Salesforce, Gainsight, Outreach, high density call volume experience an advantage. Company Description Seamless.AI has been delivering the world's best sales leads since 2015. Our product is the first real-time, B2B search engine helping sales teams maximize revenue, increase sales, and easily acquire their total addressable market using artificial intelligence. - Recognized as one of Ohio’s fastest growing companies. - Ranked No. 7 in LinkedIn's Top 50 Startups of 2022. - Featured in Forbes as #1 Software company in Ohio in 2022. - Listed on G2’s “Top 100 Highest Satisfaction Products for 2022” list. - Equal opportunity employer valuing diversity. - Visa Sponsorship is not included in our hiring package; applicants must be authorized to work in the U.S.

• Be the primary point of contact and trusted advisor for a portfolio of SMB business customers, while supporting early Enterprise accounts with higher-touch engagement, particularly at the crucial onboarding juncture. • Drive adoption, retention, and long-term value across a high-volume SMB portfolio, using scalable programmes and proactive engagement. • Identify gaps in the SMB and Enterprise onboarding journeys and design scalable, high-impact improvements (including 1:many onboarding programmes and tailored Enterprise onboarding). • Collaborate across CX and CS, Product, Ops, Commercial, and Marketing to turn feedback and insight into action—fast. • Help build and evolve the Business Customer Success playbook, including designing scalable onboarding and renewal playbooks. • Help to refine likelihood-to-renew models enriched with customer data and map customer behaviours to understand the critical product usage path to strong commercial outcomes. • Travel to visit key accounts in field and deeply understand the pulse of the community. • Partner with Commercial and Data teams to implement signal-led renewal motions and proactive risk mitigation strategies.