The opportunity

We are a well-funded GenAI startup leading the way in AI-driven innovations. Our cutting-edge AI solutions are revolutionizing the Home Services industry. As we continue to scale rapidly, we are looking for a Customer Success Manager (CSM) to join our team and play a critical role in ensuring our customers' success and satisfaction.

As a Customer Success Manager, you will be the primary point of contact for our customers, responsible for guiding them through their journey with our GenAI solutions. You will work closely with clients to understand their needs, drive adoption, and ensure they are achieving their desired outcomes. Your ability to build strong relationships, provide strategic insights, and deliver exceptional service will be key to our continued growth and customer retention.

Key responsibilities

• Customer Onboarding: Lead the onboarding process for new customers, ensuring a smooth and successful implementation of our solution.
• Relationship Management: Build and maintain strong, long-term relationships with customers, acting as their trusted advisor and advocate within the company.
• Customer Engagement: Regularly engage with customers to understand their business goals, challenges, and success metrics, and ensure they are fully leveraging our technology.
• Success Planning: Develop and execute customer success plans tailored to each client’s specific needs, focusing on driving product adoption and delivering value.
• Proactive Support: Monitor customer health metrics, identify potential issues, and proactively address challenges to ensure customer satisfaction and retention.
• Product Training: Provide ongoing training and support to customers, helping them to maximize the value of our solutions.
• Feedback Loop: Gather customer feedback and work closely with the product and engineering teams to influence product development and enhancements.
• Renewals and Upsells: Drive renewals and identify upsell opportunities by demonstrating the continued value of our solutions to customers.
• Metrics and Reporting: Track and report on key customer success metrics, such as customer satisfaction, retention, and expansion.

Qualifications

• Experience: 3-5 years of experience in customer success, account management, or a related role in a SaaS or tech environment, preferably within a startup.
• Industry Knowledge: Experience in the Home Services space and/or AI is a strong plus.
• Customer-Centric: Passionate about delivering exceptional customer experiences with a deep understanding of customer needs and challenges.
• Relationship Building: Strong interpersonal and communication skills with a proven ability to build and maintain trusted relationships with customers.
• Problem-Solving: Ability to think strategically and solve complex problems in a fast-paced, dynamic environment.
• Technical Aptitude: Comfortable with technology and able to quickly learn and understand new products and features.
• Results-Oriented: Driven by achieving measurable outcomes and a track record of meeting or exceeding customer success KPIs.

About Lace

Our mission is to unlock revenue automation for businesses around the world. Lace is pioneering the next generation of AI-powered call center solutions, driving massive revenue gains for our customers.

Businesses in the home remodeling, HVAC, and Plumbing industries receive thousands of customer calls every day. Lace analyzes those calls and helps companies generate millions. We grew 2023 revenues 400% in the first 6 months of 2024.

Why join us?

• Join a rapidly growing company that is transforming industries and is at the forefront of AI innovation.
• Work in a collaborative, high-energy environment with a talented and passionate team.
• Competitive salary, equity options, and comprehensive benefits package.
• Opportunity to make a significant impact on our customers’ success and our company’s growth.