Job Description
The Opportunity
As a Customer Success Manager at Otter.ai, you will have the unique opportunity to help shape the future of our Customer Success team. You will report to the Senior Manager of Customer Success and play an instrumental role in defining and implementing strategies for customer adoption, retention and expansion, while consistently exceeding targets. You possess both the strategic vision and tactical skills needed to drive customer success.
Your Impact
- Lead proactive engagements with customers, conduct technical onboardings, training, demos, webinars, tailored success plans, and QBR’s.
- Contribute to the creation and refinement of internal tools, processes, documentation, playbooks, and collateral to improve customer success operations.
- Act as a technical advisor to customers, providing proactive and reactive support to resolve any technical challenges they may face.
- Work closely with Product, Engineering and Support teams to resolve customer issues efficiently and effectively.
- Share valuable insights with Sales, Growth, and Product teams based on your interactions with customers, driving continuous improvement across the company.
- Guide customers in adopting new products, helping them achieve long-term success and maximize the value of Otter.ai.
- Collect customer feedback to refine our strategies, advocate for new product features, and inform product development.
We’re Looking for Someone Who
- BA/BS degree or equivalent practical experience.
- 3+ years in Customer Success or Account Management.
- 2+ years in a quota carrying role with proven success.
- Proven track record of meeting or exceeding monthly targets and overcoming objections with strategic, creative solutions.
- Strong technical background.
- Strategic thinker with tactical execution.
- Impeccable oral and written communication skills with the ability to articulate complex information to both technical and non-technical audiences.
- Exceptional ability to manage and prioritize multiple tasks and opportunities in a fast-paced environment.
- Experience using Salesforce is required; familiarity with customer success engagement tools such as Vitaly, Catalyst, Gainsight or Outreach.oi are a plus.
About Otter.ai
We are in the business of shaping the future of work. Our mission is to make conversations more valuable. With over 1B meetings transcribed, Otter.ai is the world’s leading tool for meeting transcription, summarization, and collaboration. Using artificial intelligence, Otter generates real-time automated meeting notes, summaries, and other insights from in-person and virtual meetings - turning meetings into accessible, collaborative, and actionable data that can be shared across teams and organizations. The company is backed by early investors in Google, DeepMind, Zoom, and Tesla.
Otter.ai is an equal opportunity employer. We proudly celebrate diversity and are committed to building an inclusive and accessible workplace. We provide reasonable accommodations for qualified applicants throughout the hiring process.
Accessibility & Accommodations
Otter.ai is committed to providing reasonable accommodations for candidates with disabilities in our hiring process. If you need assistance or an accommodation during any stage of the recruitment process, please contact [email protected] at least 3 business days before your interview.
*Otter.ai does not accept unsolicited resumes from 3rd party recruitment agencies without a written agreement in place for permanent placements. Any resume or other candidate information submitted outside of established candidate submission guidelines (including through our website or via email to any Otter.ai employee) and without a written agreement otherwise will be deemed to be our sole property, and no fee will be paid should we hire the candidate
Salary range
Salary Range: $140,000 to $165,000 USD per year.
This salary range represents the low and high end of the estimated salary range for this position. The actual base salary offered for the role is dependent on several factors. Our base salary is just one component of a comprehensive total rewards package.
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