Customer Success Manager

Overview

First Resonance is seeking a dynamic and customer-oriented individual to join our team as a Customer Success Manager. The Customer Success Manager will play a pivotal role in ensuring the successful adoption and utilization of our software solutions by our clients. This role involves building strong relationships with customers, understanding their needs and challenges, and guiding them towards maximizing the value they derive from our products. 

This role is based in our Los Angeles HQ in El Segundo, CA.

Responsibilities & Duties

• Customer Onboarding: Project manage the onboarding process for new clients, ensuring a smooth transition and successful implementation of our software solutions into their manufacturing workflows. 

• Relationship Management: Develop and maintain strong relationships with key stakeholders at client organizations, serving as their primary point of contact for all post-sales activities. 

• Product Adoption: Proactively engage with clients to drive product adoption and usage, providing guidance and best practices to ensure they are maximizing the value of our solutions. 

• Customer Advocacy: Advocate for the needs and requirements of customers internally within First Resonance, ensuring their feedback is heard and incorporated into product development and improvement efforts. 

• Renewals and Expansion: Work closely with the sales team to identify opportunities for contract renewals and expansion within existing accounts, driving revenue growth through upselling and cross-selling. 

• Issue Resolution: Act as a liaison between customers and internal technical support teams to facilitate the timely resolution of any issues or concerns raised by clients. 

• Training and Education: Conduct training sessions and workshops for clients to enhance their understanding of our products and capabilities, empowering them to leverage our solutions effectively. 

Minimum Qualifications & Skills

• Bachelor's degree in Business Administration, Marketing, Engineering, or related field.

• Proven experience in a customer-facing role, such as customer success, account    management, or sales. 

• Strong communication and interpersonal skills, with the ability to build rapport and trust with clients.

• Solid understanding of manufacturing processes and familiarity with industry trends and challenges. 

• Experience working with software-as-a-service (SaaS) products is highly desirable. 

• Excellent problem-solving abilities and a proactive, solution-oriented mindset. 

• Ability to manage multiple priorities and thrive in a fast-paced, dynamic environment.

• Willingness to travel occasionally to visit client sites as needed.

Benefits & Perks

• Health Insurance; medical, vision, dental, & life insurance.

• Paid Parental Leave.

• Employee Stock Option Plan.

• Team outings, group lunches, open office, happy hours.

• Paid holidays, sick days.

• Flexible Friday and PTO.

• 401K.

First Resonance is an equal opportunity employer dedicated to building an inclusive and diverse workforce. 

First Resonance participates in E-Verify. As part of our onboarding process, a new hire's Form I-9 information will be shared with the federal government to confirm they are authorized to work in the U.S.

Pay is based on factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience and skillset, and location. 

First Resonance accelerates the speed and reliability of hardware development for companies manufacturing the next generation of hardware products. This includes space exploration, electric airplanes, autonomous vehicles, nuclear reactors, robotics, and more. We are a group of software, hardware, and manufacturing engineers that are bringing the best of modern UX and data science to an industry that has been overly rigid in its innovation. We are removing the barriers preventing radical advancement by providing tools to manufacturing engineers and operators to move information more freely, collaborate with their teams more easily, and use the power of data to predict problems and provide insights that result in better hardware quality and delivery.