**Important - Please Read** You must include a cover letter with your application demonstrating the research you have done on Stampede, and if you are changing sectors please highlight what skills and experience are relevant to our job specification.
As a Customer Success Manager (CSM) at Stampede AI, you will be a critical part of our Customer Experience team, ensuring the long-term success and satisfaction of our clients in the hospitality industry. You’ll achieve this by deeply understanding their needs, providing proactive support, and fostering strong, lasting relationships. Your efforts will directly impact the company's bottom line by driving product adoption, managing key accounts, and overseeing project management efforts. This role requires a blend of commercial acumen, project management, and exceptional customer service skills, making it vital to our ongoing success.
Education:
A university degree in business, marketing, communications, or a related field is desirable but not essential.
Certifications in customer success or related areas are highly valuable.
Experience:
3+ years of experience in a customer-facing role, preferably in customer success, account management, or a related field within a B2B SaaS environment.
Proven track record in managing customer relationships, driving account growth, and delivering complex projects.
Familiarity with customer success tools and software, such as HubSpot, Gainsight, and Zendesk.
Experience with NPS/CES scores and surveys is a significant advantage.
Skills:
Communication: Strong verbal and written communication skills are essential for interacting effectively with customers and internal teams.
Empathy: Genuine empathy for customers, helping build relationships and retain customers through active listening and personalised solutions.
Relationship-Building: Excellent interpersonal skills to establish trust, develop rapport, and maintain long-term customer partnerships.
Problem-Solving: Adept at analysing complex situations, identifying root causes of issues, and finding creative solutions.
Strategic Thinking: Ability to align customer objectives with business goals and guide customers to boost retention and reduce churn.
Project & Time Management: Strong skills in prioritising tasks, meeting deadlines, and managing multiple customer accounts simultaneously.
Sales Skills: Proficiency in identifying cross-sell and upsell opportunities and presenting product benefits to customers.
If you are passionate about customer success and have a proven track record in driving growth and managing projects in a SaaS environment, we would love to hear from you! Please submit your CV and a cover letter detailing your experience and why you would be a great fit for this role.
**Important - Please Read** You must include a cover letter with your application demonstrating the research you have done on Stampede, and if you are changing sectors please highlight what skills and experience are relevant to our job specification.
