Gaian Solutions - Manager - Technical Customer Success

Job Description:

Key Responsibilities:

Customer Success & Relationship Management:

- Act as a trusted advisor to enterprise customers, ensuring smooth onboarding, integration, and ongoing success.

- Build and maintain strong relationships with key stakeholders, understanding their business goals and technical requirements.

- Proactively monitor customer health metrics and develop strategies to enhance retention and engagement.

Technical Consultation & Solutioning:

- Provide technical guidance on product implementation, best practices, and integrations with customer systems.

- Work closely with engineering and product teams to troubleshoot technical challenges and relay customer feedback.

- Conduct product training, workshops, and webinars to improve adoption and usage.

Sales & Revenue Growth:

- Partner with the sales team to drive upsell, cross-sell, and expansion opportunities within existing accounts.

- Support pre-sales activities such as technical presentations, product demos, and Proof of Concepts (PoCs).

- Assist in crafting value propositions that align with customer needs and business outcomes.

- Ensure a smooth renewal process, identifying risks early and mitigating churn.

Collaboration & Strategy Execution:

- Work collaboratively with sales, marketing, and product teams to align customer success strategies with business objectives.

- Track and analyze customer success metrics (NPS, churn rate, adoption rate) and provide actionable insights.

- Develop customer success playbooks and best practices to drive continuous improvement.

Key Requirements:

- 5-10 years of experience in Customer Success, Technical Sales, Pre-Sales, or Solutions Engineering within a technology company.

- Strong technical background in SaaS, Cloud Computing, AI/ML, or Data Analytics.

- Demonstrated ability to manage technical discussions and guide customers in adopting technical solutions.

- Proven track record in driving customer satisfaction, retention, and revenue growth.

- Strong sales acumen, with experience in identifying and closing upsell/cross-sell opportunities.

- Excellent communication, presentation, and problem-solving skills.

- Experience with CRM and customer success platforms (e.g., Salesforce, HubSpot, Gainsight).

- Ability to work in a fast-paced, customer-facing environment and manage multiple accounts.

- Willingness to travel occasionally for client meetings and industry events.