Senior Customer Success Manager

Here’s why this role matters to us
The key to achieving revenue triumphs lies in fostering robust, collaborative and trust-based customer relationships. By seamlessly collaborating across various teams, you will empower over 400 Microblink customers, enabling them to extract the utmost value from our products. Through your continuous strategic initiatives, you will be instrumental in crafting future success narratives that showcase enduring partnerships and favorable outcomes for our customers.

A little bit about us 

Microblink is an AI company with expertise in computer vision. We create unique products and tools in digital identity with the desire to bring the benefits of AI to every person on Earth. Our teams in Zagreb & New York touch hundreds of millions of people every year - with over 800M identity documents processed in more than 70 countries around the world.

Here’s what you’ll do:

• Own the relationship for key customer accounts to drive adoption, utilization, and business needs with a focus on value realization with Microblink products
• Accountable for customer engagement and renewal administration across our various customer segments
• Serve as the primary point of contact post implementation for our customer base in partnership with the Support Team
• Anticipate and address customer needs while proactively addressing potential challenges with the ability to lead conference calls and escalations
• Provide oversight on customer health; identifying risk and growth signaling
• Ability to understand customer contracts with the ability to discuss commercial matters with customer stakeholders
• Act as the voice of the customer being an internal champion with internal teams  to maintain high customer satisfaction and ensure customers realize the full value of our products
• Commit to achieving team KPIs such as GRR, NRR, CSQLs, NPS, CSAT and various customer success metrics

You'll be successful in this role if you:

• Are an empathetic and enthusiastic customer advocate with 5+ years of experience providing service and support in a rapidly scaling B2B SaaS organization.
• Have a strong ability to build and maintain relationships with diverse customer stakeholders
• Are collaborative, curious and creative - and look forward to leveraging these in pursuit of continuous improvement and product development
• Have a technical aptitude and ability to analyze customer data and identify areas for improvement to enhance overall customer value
• Have a willingness to take the lead in identifying opportunities for improvement and driving positive change

We might be right for you if you’re looking for: 

• An opportunity to make a big impact in a fast-paced, smart-growth, global tech company that is always iterating with the aim of improving.
• A high-performance, people-first culture with outstanding leadership that recognizes and rewards success and supports professional development via knowledge sharing, internal training and a dedicated budget to support professional development. 
• A team of motivated, open-minded professionals who welcome innovative ideas and initiatives to advance the organization
• Unlimited PTO
• An excellent Total Rewards package. The base salary for this full-time position ranges from $85,000 to $135,000, plus commission, equity and benefits. The exact salary depends on seniority and location (US/EMEA). A TA professional can provide more details about the specific salary range for your preferred location during the hiring process.

How can you join us?

If this role intrigues you, do not hesitate to hit the apply button and send us your resume. If you get in touch with us, we promise to get back to you.