Full-Time Customer Success Manager

About UsAt Hayden AI, we harness AI and machine learning to transform governments and businesses. We optimize bus lane and bus stop enforcement, pioneer digital twin modeling, empower clients to accelerate transit, enhance street safety, and drive a sustainable future.

What the job involvesThe Customer Success Manager (CSM) supports the Director of Customer Success, building strong customer relationships, assisting clients, providing data-driven solutions, and ensuring program health. The CSM is the lead contact, making suggestions and recommendations impacting account success.

Responsibilities

• Client Relationship Management: Develop and maintain strong client relationships, act as a trusted partner and internal advocate.
• Expansion & Renewal: Work with the Director to execute renewals and expansions, ensuring customer outcomes.
• Onboarding: Support new customers by coordinating with Operations, conducting trainings, and troubleshooting.
• Customer Support: Work cross-functionally to problem-solve, escalate complex issues, track tickets, and communicate resolutions.
• Key Performance Metrics: Manage and support customer contractual requirements and metrics, escalating to internal stakeholders.
• Program Health: Conduct reviews of Program Health metrics to identify areas of concern and opportunity, reporting results and recommendations.
• Reporting: Analyze and build on reports/dashboards presenting critical client information to deliver insights and align teams.
• Client Implementation: Support the implementation process by working with internal teams, helping with planning, scheduling, field visits, and testing.
• Customer Feedback: Document and track customer requests and feedback, communicating with engineering and product experts to drive product improvements.

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