Customer Success Manager

About Vantaca Powered by AI, Vantaca is an AI-native community management platform that helps owners, operators, community management teams, boards and associations work smarter, faster, and with unprecedented insight. We leverage AI to automate routine work, surface actionable insights, and drive revenue, efficiency, flexibility, and control.

Customer Success Manager – you ensure our customers achieve their business goals and KPIs throughout their journey. The objective is to maximize retention and build trust, acting as a business partner and advocate for the customer.

• Advisor, consultant, relationship manager
• Value realization and ROI demonstration
• Product adoption and utilization optimization
• Customer advocacy
• Maintain touchpoints with customers based on segmentation
• Adept on the product and industry
• Monitors & reports on customers health score
• Collaboration with Account Management on retention and expansion strategy

• Net revenue retention
• NPS

• Professionally manage customer relationships at all levels of the organization to ensure consistently high satisfaction levels within portfolio.
• Drive customer success outcomes that support high retention and provide opportunities for growth.
• Develop and maintain customer success plans with clear business objectives, KPIs, and success milestones tied to their investment in Vantaca.
• Proactively assess customer's business operations to identify opportunities for increased platform adoption, better utilization, and additional value creation; collaborate with Account Managers on potential expansion opportunities.
• Understand customer's business operations, drivers and needs; understand/respond to the competition's strengths and weaknesses, applies market knowledge.
• Able to present to and facilitate with senior leadership and/or teams.
• Deliver clear, timely, and action-oriented communication and follow-ups that drive customer progress and accountability.
• Know how and when to leverage other experts to manage customer needs/requests.
• Provide proactive updates on customer health, engagement trends, risk factors, and escalations to leadership and cross-functional teams.
• Effectively sets and keeps commitments to internal/external constituents and manages on-going expectations.
• Partner with all functional areas including Sales, Professional Services, Support, & Product to ensure quality customer experience for all customers in their journey with Vantaca.
• Be an expert and champion on our product and service offerings in order to provide customers with consultative guidance on how to get the most out of our product.
• Serve as customer advocate and help customers receive the proper priority for resolving technical issues, capturing customer feedback and product requests and facilitating those requests to Product and Development to help find a path forward.

• Bachelor's degree or equivalent experience in business administration, communication, project management, information systems, operations management, supply chain management, or other related field
• At least 2+ years experience in a Customer Success, Account Management, or customer-facing role at a B2B SaaS company with a track record of driving adoption and customer outcomes
• Phenomenal communication skills and are an innovative problem-solver
• Highly organized and really good at prioritizing your workload
• Great at interacting with people – customers, clients and coworkers. Your communication with everyone is professional, positive and constructive.
• You are a terrific public speaker and comfortable with leading meetings
• A well-developed interpersonal style and exceptional influencing skills, with a proven ability to maintain strong relationships across all levels in the business
• Passion for customers, appreciation of customer perspective, and ability to advocate on their behalf
• A proven aptitude for approaching challenges with creativity; natural curiosity and willingness to dive into the industry and our innovative products and features
• Comfortable working in a scaling environment; champion of change and process improvement.
• Boundlessly curious and eager…