At Mav, we know the key to product adoption and a great customer experience is investing in their success. That's why we're seeking a Customer Success Manager (CSM) to own the onboarding, support and continued optimization of our customers' experience. In this role, you will work with our customers to setup their account, build strong partnerships, drive adoption and expansion of Mav within their workflows, and ultimately ensure they realize value from their investment.
Manage onboarding experience for pilots and new customers, guiding them through product features and best practices to ensure a smooth transition.
Develop a thoughtful understanding of customers’ businesses and their goals, and partner with them to establish supporting goals and success metrics.
Stay informed on Mav use cases and industry experience and use it to guide customer adoption.
Support relationships and growth by identifying additional integrations and implementations for existing customers.
Develop exceptional relationships to serve as a trusted consultant with customers to optimize their automated sales strategy.
Partner with marketing and product to keep customers informed of new product releases, relevant betas, and upcoming features.
Track and measure account performance, use data to highlight areas of opportunity and to address potential issues with customer satisfaction
Collect and consolidate customer feedback and champion their needs to our product team.
Empathize with every aspect of the customer experience, putting their needs first.
3+ years of experience in Customer Success, ideally for a SaaS or tech product
Experience with Zapier, APIs, and configuring integrations
Familiarity with CRMs such as Hubspot and Salesforce
Track record of growing and developing customer relationships
Strong analytical and problem-solving skills
Experience in customer-facing roles with excellent communication skills
Proactive and wants to understand and improve the process
Ability to manage multiple projects at once, with excellent attention to detail
Experience with call centers and call center metrics are a plus!
Mav is hybrid-company based out of Las Vegas, NV. This role is located in Las Vegas, and the team works out of the office 3 days per week.
We offer
Benefit options, including comprehensive medical and dental
Open vacation policy with a required minimum of 15 paid days off, in addition to holidays
Inclusive parental leave policy
Technology and home office budget with necessary gear and software provided
Strong skill and career development, frequently working closely with the founding team
About Mav
Mav is the easiest way to engage leads with friendly texts and scale call center operations for the insurance, mortgage, and financial industries.
Founded in 2016, Mav is a product innovator in all aspects of Conversational AI and the lead experience, with first-of-its-kind technology like Mav Party Lines and Cognitive, and curated experiences perfected by millions of real conversations and years of experience in the lead generation space.
We are proud to foster a workplace free from discrimination. We strongly believe that diversity of experience, perspectives, and background will lead to a better environment for our employees and a better product for our customers.
