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Customer Success Manager
About the Company
Fireflies.ai is a leading AI voice assistant that automates note-taking, makes meetings searchable, and transforms voice data into actionable insights. The platform integrates with popular web-conferencing tools like Zoom and Google Meet, serving over 20 million users across 300,000+ companies globally. Recognized by Ramp as the 6th most popular AI platform, Fireflies.ai is committed to revolutionizing AI in daily workflows through innovation, customer experience, and growth. The company boasts an inclusive culture, is backed by significant investment from prominent venture capital firms and angel investors, and operates with a diverse, globally distributed team of over 100 members.
Job Description
Fireflies.ai is seeking a dynamic and dedicated Customer Success Manager to join its team in Mumbai. This role is crucial for ensuring clients maximize the value derived from Fireflies.ai’s SaaS products. The Customer Success Manager will be responsible for fostering robust customer relationships, deeply understanding client needs, and guiding them towards achieving their objectives. Key activities include customer education, driving adoption of features such as AI apps, integrations, and workflows, conducting health checks, analyzing usage patterns, and ultimately ensuring customer retention and satisfaction. The position requires a proactive approach to customer engagement and a commitment to their success.
| Company Name | Fireflies.ai |
|---|---|
| Role | Customer Success Manager |
| Location | Mumbai |
| Salary | |
| Job Type | Full-time |
Responsibilities
- Onboard new customers effectively by providing guidance, training, and ensuring a seamless initial experience.
- Cultivate and maintain strong relationships with key customer accounts, serving as their primary point of contact and internal advocate.
- Identify and explore opportunities for account expansion and developing strategic customer partnerships.
- Develop deep expertise in Fireflies.ai’s SaaS products, staying current with all new features and enhancements.
- Effectively communicate product benefits and offer tailored solutions to customers.
- Design and deliver comprehensive training materials and webinars to help customers leverage the product to its full potential.
- Respond promptly to customer inquiries, resolve issues efficiently, and escalate problems when necessary, ensuring timely resolution of support tickets.
- Proactively gather customer feedback, collect case studies, testimonials, and G2 reviews to inform product development.
- Manage customer renewals by monitoring usage and engagement, and work towards securing subscription renewals.
- Identify and pursue opportunities for upselling and cross-selling additional services or features.
- Collaborate with customers to develop and implement personalized customer success plans aligned with their strategic goals.
- Proactively identify potential churn risks and implement effective strategies to mitigate churn and enhance customer retention.
- Generate and deliver regular reports on customer engagement, satisfaction levels, and product usage to internal stakeholders.
Qualifications
- Bachelor’s degree in a relevant discipline such as Business, Marketing, or Computer Science.
- Prior experience in a Customer Success management role, preferably within the B2B SaaS sector.
- Exceptional communication, interpersonal, and relationship-building capabilities.
- Strong problem-solving skills and a genuine customer-centric approach.
- Demonstrated ability to work autonomously and collaboratively within a team environment.
- Familiarity with Customer Relationship Management (CRM) software is advantageous.
Skills
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Frequently Asked Questions
While the role is based in Mumbai, the company operates a 100% remote model, and candidates should be available to work within the PST time zone to accommodate North American customer needs. Candidates are encouraged to apply if they can fulfill these requirements.
The role involves proactive customer engagement, including onboarding, training, conducting health checks, analyzing usage, gathering feedback, managing renewals, and identifying upsell/cross-sell opportunities to ensure customer satisfaction and retention.
Fireflies.ai fosters an inclusive culture that values innovation, customer experience, and growth, with a strong emphasis on security. They operate with a ‘no boss’ culture that empowers employees, promote continuous learning (‘get 10% better’), and encourage taking accountability and initiative. They also offer fun international offsites and are LGBTQ+ friendly.
You will be expected to become an expert in Fireflies.ai’s SaaS products and guide customers in implementing features such as AI apps, integrations, and workflows. Familiarity with CRM software is beneficial.
Benefits include competitive compensation, the ability to work remotely from anywhere, opportunities for lateral movement and rapid growth, paid time off, flexible leave, flexible working hours, tech reimbursements, and an inclusive, LGBTQ+-friendly environment.
Other Information
Availability to work in the PST time zone and accommodate North American customer needs is required. The company culture values being data-driven, customer-focused, excellent communicators, results-oriented, focused on continuous improvement, self-starting, accountable, and adaptable to remote, globally distributed teams. Fireflies.ai is an equal opportunity employer that strongly values diversity.
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How to Apply
- Review Job Details: Read through all the job details on this page to understand the requirements and responsibilities.
- Click the Apply Link: Scroll down and click the “Apply Link” button to be redirected to the official website.
- Fill Out the Application: On the official website, fill out the application form with the provided information.
- Double-Check Your Information: Before submitting your application, review all the details you’ve provided to ensure accuracy and completeness.
- Submit Your Application: Once you’re satisfied with your application, submit it through the official website as instructed.
