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Tech Touch Customer Success Manager
| Company | EliseAI |
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| Location | San Francisco, CA, USA |
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| Salary | $85000 – $110000 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Junior, Mid Level |
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Requirements
- 2+ years of experience in a SaaS Customer Success role, ideally with a focus on managing a high volume of accounts
- Hands-on experience with customer success tools such as PlanHat, Gainsight, ChurnZero, Totango, or similar platforms is required
- Proven ability to lead critical customer meetings, including QBRs and strategic touch points
- Strong analytical skills with the ability to interpret data and drive actionable strategies
- Excellent written and verbal communication skills, with the ability to distill technical concepts for non-technical stakeholders
- Experience balancing scalable, technology-driven engagement with personal relationship management
- Ability to thrive in a fast-paced, collaborative environment with a proactive mindset
- Knowledge of SaaS integrations, APIs, and technical workflows is a plus
- Willingness to work in person at our SF headquarters 4-5 days per week
Responsibilities
- Proactively manage a large portfolio of accounts, balancing automation and personal engagement to drive adoption, retention, and satisfaction.
- Use platforms such as PlanHat, Salesforce, Zendesk, and Gong to monitor customer health, automate workflows, and track success metrics. Hands-on experience with at least one of these tools is required.
- Schedule and lead critical customer meetings, including Quarterly Business Reviews (QBRs), to address strategic goals, share insights, and strengthen relationships.
- Design and implement scalable communication plans using tools like in-app messaging, email campaigns, and self-service resources to support customer success.
- Analyze customer usage patterns to identify trends, predict risks, and develop targeted strategies for improvement.
- Partner with implementation teams to deliver efficient onboarding processes, using automated playbooks to set customers up for long-term success.
- Develop self-service resources such as training videos, help guides, and FAQs to empower customers and reduce friction in their workflows.
- Serve as the voice of the customer within EliseAI, sharing actionable feedback with Product, Engineering, and other internal teams to inform roadmap decisions.
- Monitor customer health metrics to address underperformance early and mitigate churn risks.
Preferred Qualifications
- Knowledge of SaaS integrations, APIs, and technical workflows is a plus
