Haystack
Senior Customer Success Manager
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We're hiring for a rapidly growing technology company that powers product search and discovery for major global retailers. This organization is focused on improving key business metrics through innovative machine learning solutions, experiencing significant year-over-year growth across all e-commerce verticals. They are a passionate team dedicated to solving complex problems and enhancing the experience for both customers and colleagues.
The Role
- Own the entire customer journey from project kick-off through launch, adoption, and ongoing value realization, ensuring customers achieve meaningful business outcomes.
- Build trusted relationships with stakeholders across complex enterprise organizations, engaging confidently with technical teams, product leaders, and C-level executives.
- Understand customer goals and priorities, aligning technical and business stakeholders around a shared success plan.
- Translate technical concepts and product capabilities into clear business value, connecting the company's work to outcomes like revenue and customer experience.
- Plan and lead effective QBRs and EBRs, facilitating strategic conversations, making recommendations, and aligning stakeholders on priorities.
- Identify and proactively manage risks and blockers, leading escalations with clarity and urgency while maintaining customer confidence.
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What You'll Need
- At least three years of experience managing enterprise customer relationships in a Customer Success, Account Management, or similar role.
- Proven experience working with complex enterprise organizations and building trusted relationships with diverse stakeholders.
- Strong executive presence and confidence to lead strategic customer conversations, including QBRs and EBRs.
- Excellent influencing and stakeholder-management skills, with the ability to drive progress without direct authority.
- Strong problem-solving skills, intellectual curiosity, and the ability to learn quickly in a technically sophisticated environment.
- Experience in e-commerce, digital commerce, search, or product discovery is highly valued.
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What's On Offer
- Competitive salary
- A fully remote work environment, allowing you to choose your location.
- A work-from-home stipend to help set up your home office.
- Access to a training and development budget, refreshed annually.
Apply via Haystack today!
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