Customer Success Manager

Who We Are: WellSaid Labs 

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 Support-Minded and Proactive Customer Success Manager

At WellSaid Labs, Customer Success Managers drive long-term success and adoption by serving as the main point of contact to 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 technical support and owning retention and customer satisfaction. This is an incredible opportunity to join the first of WellSaid’s team based outside of the United States, as we focus on global expansion. 

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, ongoing technical support, and partnering with your Expansion Account Executive team to identify upsell/cross-sell opportunities and secure renewals.

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-overs 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
• Clearly communicate exciting new product updates/functionalities and upcoming webinars with customers. 
• Address customer inquiries and requests through various channels of communication (email and live chat). Communication should be timely, professional, and friendly; building rapport with customers.
• Advocate for customers' needs and issues through strategic collaboration with different departments, including customer success, sales, product, engineering, or ethics teams, to provide a seamless customer experience and resolution.
  

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 also have some combination of the following:

• 3+ years of experience in Customer Success, Account Management, Business Development, or another client-facing role
• Bonus: able to speak fluent German
• Experience working in fast-paced or startup environments
• Experience with SaaS applications
• Experience with ZenDesk, HubSpot Support, or related ticketing systems

To join our team you also:

• 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. We are a hybrid team with a small HQ in Seattle, Washington, and remote team members throughout the U.S. 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

As a startup, we strive to be externally competitive with companies at a similar size and stage, and internally fair in our pay practices. The hiring salary for this role is £78,000 base, £94k OTE, and represents the target offer range given the scope and experience expectations for this role.

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 intro call with our recruiting team (25-30 minutes) 
• An initial “phone” screen with the hiring manager (45 minutes); if there’s a match we’ll schedule an interview loop with the team.
• A short written assessment
• An Interview loop with 2-3 interviews (30 minutes - 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.