Customer Success Manager

Reports to: Customer Success Lead
Location: Remote in the continental US
Hours: Full-time
Compensation: $90,000-$120,000 Base Salary + Equity + 401k Match

About ReflexAI

ReflexAI brings the best in machine learning and natural language processing to mission-driven, people-centric organizations via innovative tools that transform how they train, develop, and empower their frontline teams.

About this role

As Customer Success Manager, you will work hand-in-hand with our customers to ensure that ReflexAI tools have transformative impact within their organizations. You’ll collaborate closely with other members of Customer Success – along with our product, machine learning, engineering, and sales teams – to meet the needs of our customers. You’ll be responsible for managing assigned customer relationships, ensuring they achieve their goals with ReflexAI, and identifying opportunities for continued impact and growth. You should be excited about being a part of a dynamic startup that contributes significantly to crucial industries, including crisis response, public safety, healthcare, and beyond.

What you’ll do

• Manage customer relationships across all stages including initial onboarding, implementation, and ongoing utilization of ReflexAI tools.
• Understand the nuanced needs and operating situations of our customers including their goals, priorities, and existing capabilities.
• Ensure ReflexAI delivers on all aspects of our commitments including scope, timeline, and other included metrics for each of your assigned customers.
• Build and maintain trust-based relationships with customer stakeholders that leads to renewals, expanded tool use, and advocacy.
• Collaborate closely with cross-functional teams – including product, artificial intelligence, engineering, and sales – to represent your customer needs.
• Provide clear and proactive communication with customers, including updates, guidance, and materials that support effective use of ReflexAI tools.
• Stay informed about ReflexAI’s product roadmap and its implications for your work including in updating how we engage with customers throughout their onboarding and operations.
• Surface and synthesize customer feedback to inform internal priorities and continuous improvement.
• Contribute to refining customer success processes and resources as necessary.

• Throughout everything you do, deliver solutions that are aligned with our values of Security, Customer impact, Long-term Mindset, Innovation, and Inclusion.

Requirements for a great fit

• You have significant experience (typically 3+ years) in customer success, technology implementation, or account management, ideally in settings that emphasize impact, ease of use, and security.
• You can communicate clearly and efficiently in a wide range of modalities (e.g., in live meetings and via e-mail) and in a wide range of formats (e.g., presentations, vertical documents)
• You are excited to work with a wide range of external organizations to pursue their missions with ReflexAI tools.
• You are able to synthesize a large amount of information and distill priorities with clear rationale for your prioritization recommendations.
• You can think through processes with multiple lenses including effectiveness, efficiency, scalability, and ease of use.
• Your open-mindedness is evident in your willingness to consider other perspectives, adjust your viewpoint in light of new information, and maintain a constant desire to learn.

Benefits

• Generous retirement, equity, healthcare, and PTO policies
• Flexibility to work remotely from anywhere in the United States
• ReflexAI is an equal opportunity employer. We are committed to equal employment opportunity regardless of race/ethnicity, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, military status, neurodiversity, or any other federal, state or local protected class in the United States.