Customer Success Manager $100,000 USD/year Pay is set based on global value, not the local market.
Most roles = hourly rate x 40 hrs x 50 weeks
Not accepting applications on crossover.com at this time.
Description
Do you pride yourself on your ability to innovate products according to your customers' needs? Trilogy is looking for someone like you to join our team and maximize customer success with our product suite.
In this role, you will decode product usage trends, unearth customer pain points, and translate this wealth of information into actionable insights, pinpointing critical areas for product enhancement. You will steer our Customer Advisory Board (CAB), a forum you'll mold into a powerhouse of strategic customer collaboration. By carefully selecting members who embody significant customer value, you'll ensure the CAB becomes a fertile ground for groundbreaking ideas.
Through this immersive cycle of engagement, your efforts will culminate in compelling success stories that not only highlight increased product adoption but also showcase the tangible benefits of our AI-enhanced solutions in addressing user needs.
If the idea of leading with customer empathy, powered by AI, to deliver products that truly resonate with users excites you, Trilogy is where you can turn that vision into reality. Join us, and let's set new benchmarks in technology together!
What you will be doing
- Regularly interact with customers to gather feedback through discussions and product usage observations.
- Identify and onboard high-value customers with a strong product fit to participate in the Customer Advisory Board.
- Synthesize feedback into actionable insights and communicate these to the product and engineering teams.
What you will NOT be doing
- Adding features for the sake of it - your product enhancements will be driven by genuine customer feedback and success metrics.
- Relying on outdated solutions - you will drive innovation and customer success leveraging the latest AI technologies.
Key responsibilities
Maximizing customer success with Trilogy products by bridging direct customer feedback with our product teams and harnessing impactful AI solutions.
Candidate requirements
- At least 3 years of experience in a customer success or product management role within the enterprise software industry.
- Experience using customer feedback to drive product improvements.
- Experience managing customer relationships and assisting customers to maximize product value and ensure successful adoption.
- Experience interacting with senior members of a customer's team, such as C-level executives or department heads.
- Experience leveraging AI technologies (such as ChatGPT, Claude, Bard, or Bing) in a product management context for tasks such as communication, personalization, positioning, strategy formulation, or feedback analysis.
Applying for a role? Here’s what to expect.
Crossover's skill assessment process combines innovative AI power with decades of human research, to take the guesswork, human bias, and pointless filters out of recruiting high-performing teams.
Chat-style
screening interview.
Cognitive 
aptitude test.
Prove real-world 
job skills.
Interview with the hiring manager.
Pass
proctored test.
Accept job offer.
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