Customer Success Manager, Enterprise

Posted 21 Days Ago
Hiring Remotely in United States
Remote
3-5 Years Experience
Artificial Intelligence • Cloud • Enterprise Web • Natural Language Processing • Software • Business Intelligence • Generative AI
MaestroQA builds software that helps customer service managers coach their team.
The Role
As a Customer Success Manager for Maestro, you'll be responsible for driving customer engagement and continuous improvement, working collaboratively with internal teams to manage upsell, renewal, and implementation processes. Your role will involve deep customer discovery, building champions, and aligning stakeholders to enhance customer experiences and ensure satisfaction.
Summary Generated by Built In

Location: Anywhere in North America

Traditionally, MaestroQA was viewed as a quality assurance tool that assisted customer support teams. We were a very nice-to-have accessory, and in fact, we were able to make sweeping changes in the customer experience world. If we had chosen to continue along that path, who knows? We might have been just fine and our work would have been simpler. But we like hard. The scope of QA was limited in multiple respects, but perhaps the most egregious is that it neglects this fundamental truth: quality should be everyone’s business. Quality shouldn’t just be crucial for support teams, but for every department and for every single organization in the world—from mom-and-pop shops, to your local food trucks, to huge conglomerations. Our mission today, is to be the evangelists of this: Quality is your business too. 

How do we make quality everybody’s problem, you might ask? The answer is simple but not so simple. The simple version? We’re putting data and business intelligence in the hands of everyone. But you cannot stop there! You have to care enough about drilling into the details behind the numbers like customer conversations and other qualitative data. You have to be willing to see the business the way the frontline workers, customers, and prospects do. MaestroQA allows you to zoom in on the microscopic details that make a customer decline their subscription renewal, the reason why your deals are stalled, or the reason you can’t find the right talent for your team

We work with hundreds of customers and a plethora of teams, from support to sales to marketing, to security and operations - you name it! - Learn more at www.maestroqa.com.

Why Maestro?

These statements resonate with you:

  • Other companies have been overlooking your potential and this is the place that sees something different in your abilities
  • You want to be coached and trained more than ever before
  • You want your peers and managers to work closely with you and challenge your ideas to both self-improve and deliver a better experience for customers

Why This Opportunity?

  • You can be a CSM for something that everyone knows they need or you can be a CSM for something that needs your help evangelizing the importance - you want the latter
  • You want to be trained and coached daily to rapidly improve your skills
  • You hate CSMing on an island - you want a team-based approach to customer success

Key Requirements:

  • Can walk us through 2-3 Customers that required deep discovery, champion building, and multi-stakeholder organizational alignment to get through a key upsell, renewal, or implementation - and required working together as a team internally

Compensation: $140,000-160,000


We use Covey as part of our hiring process. As part of the evaluation process we may provide Covey with job requirements and submitted applications. Certain features may qualify Covey as an AEDT. Covey has been reviewed by an independent auditor, the details of which you may view here.

What the Team is Saying

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The Company
HQ: New York, NY
67 Employees
Remote Workplace
Year Founded: 2013

What We Do

Our mission is to help companies across the world improve their customers’ experiences with better customer support. Our solutions streamline quality assurance practices, improve customer support coaching, and provide data-driven reporting. We’re growing rapidly to help reshape how some of the world’s fastest-growing and most innovative companies — including Etsy, Stitch Fix, Postmates, Lyft, and Squarespace — engage with their customers.

Why Work With Us

It's our focus on building trust with each other, competing against ourselves - not others, and continuous self-improvement.

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MaestroQA Offices

Remote Workspace

Employees work remotely.

Remote-first with strong bases in LA, SF, NY, and Singapore, we're a diverse team working to reinvent how customer support teams are run.

Typical time on-site: None
HQNew York, NY
Marina del Rey, CA
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