Customer Success Manager (San Francisco)

As a Customer Success Manager, you’ll act as a trusted advisor to our clients, guiding them through their journey with NewRosetta. You will leverage your SaaS experience to ensure customers achieve their goals, maximize their return on investment, and become long-term advocates of our platform. Your proactive approach, problem-solving skills, and ability to drive meaningful interactions will ensure our clients' success and loyalty.

Key Responsibilities:

1. Customer Onboarding: Guide new clients through onboarding and implementation to ensure a smooth transition and quick time-to-value.
2. Account Management: Build strong, lasting relationships with key stakeholders to understand their goals, challenges, and success metrics.
3. Proactive Engagement: Regularly engage with clients to provide insights, identify opportunities for value optimization, and address potential issues.
4. Product Adoption: Educate clients on best practices, features, and updates to drive platform adoption and usage.
5. Renewals & Upselling: Partner with the sales team to drive contract renewals and identify opportunities for upselling or cross-selling additional solutions.
6. Advocate for Clients: Represent the voice of the customer internally by collaborating with product and engineering teams to resolve issues and influence product roadmaps.
7. Metrics & Reporting: Track and analyze key success metrics (e.g., NPS, churn rate, customer health scores) and provide actionable insights to improve outcomes.

Qualifications:

1. Experience: 3+ years of experience in customer success, account management, or a similar role, with at least 2 years in a SaaS environment.
2. Relationship Building: Proven ability to develop and maintain trusted client relationships with technical and non-technical stakeholders.
3. Communication Skills: Excellent verbal and written communication skills, with a knack for translating complex technical concepts into clear, actionable insights.
4. Customer-Centric Mindset: Passion for helping clients succeed and a proactive approach to solving challenges.
5. Technical Aptitude: Familiarity with SaaS platforms, APIs, and integrations is highly preferred.
6. Tools: Experience with customer success tools like Gainsight, Salesforce, HubSpot, or similar platforms.
7. Preferred: Bachelor’s degree in Business, Technology, or a related field.

What We Offer:

1. Competitive salary in the range of $80,000 - $120,000 annually , depending on experience and qualifications.
2. Equity options to share in our company's success.
3. Comprehensive healthcare benefits, including medical, dental, and vision coverage.
4. Gym fee reimbursement to promote a healthy lifestyle.
5. Unlimited PTO and a flexible work environment to prioritize work-life balance.
6. Regular company outings and team-building events to foster collaboration and camaraderie.

Legal Requirements:

NewRosetta Inc. is an Equal Opportunity Employer . We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, disability, or veteran status.

NewRosetta Inc. participates in E-Verify and will provide the federal government with your Form I-9 information to confirm your eligibility to work in the United States.

About the Company

At NewRosetta Inc., we are revolutionizing fraud prevention through cutting-edge AI technology. Our SaaS platform empowers businesses to detect and prevent stolen identities, payment fraud, and merchandise fraud, ensuring secure and seamless transactions.