Customer Success Manager

Company Description

Live Switch is a technology company focused on eliminating the technology gap for small businesses through a cutting-edge AI and communication platform that drives significant productivity gains. By leading with agentic AI, Live Switch is transforming how trade-based businesses operate and serve their customers. The company's mission is to increase the 10-year survival rate of U.S. small businesses by 25% over the next five years.

Customers using the platform report an average rate of return of 214%, highlighting the impact and value of Live Switch's solutions. Team members join a fast-growing environment with a clear purpose: helping small businesses thrive and succeed.

The Customer Success Manager is a full-time, on-site role based in Apex, NC. This role is responsible for guiding new and existing customers through onboarding, training, and adoption of the Live Switch platform, ensuring they realize measurable value from the solution. Day-to-day responsibilities include managing a portfolio of customer accounts, monitoring usage and performance, proactively identifying opportunities to improve outcomes, and addressing issues that could impact satisfaction or retention.

The Customer Success Manager will build strong relationships with key stakeholders, gather feedback, and collaborate with product, sales, and support teams to resolve concerns and enhance the customer experience. The role also involves preparing regular performance reports, conducting business reviews, and helping customers optimize their workflows using Live Switch's AI and communication tools.

• Strong customer service and customer satisfaction skills, with a focus on delivering a positive, consistent experience.
• Proven relationship building and customer retention abilities, including managing and growing customer accounts over time.
• Solid analytical skills to interpret customer data, identify trends, and recommend actions that improve outcomes.
• Experience working cross-functionally with sales, product, and support teams to address customer needs and drive success.
• Excellent verbal and written communication skills, including the ability to present findings and lead customer meetings.
• Prior experience in Customer Success, Account Management, or a related field in SaaS or technology environments is preferred.
• Comfort with AI-driven platforms and digital communication tools, with a willingness to learn new technologies quickly.
• Bachelor's degree in Business, Communications, or a related field, or equivalent practical experience.
• Organized, adaptable, and able to manage multiple customer priorities in a fast-paced setting.