Customer Success Manager II
Serve as primary point of contact for assigned SaaS customers, driving retention, expansion, and renewals while building success plans and gathering product feedback.
Customer Sentiment Specialist | Housing
Proactively calls client on-site teams to gather sentiment, build relationships, provide product support, troubleshoot issues, and escalate when needed. Serves as a trusted partner between Customer Success and Product Solutions, spotting trends from conversations.
70k – 85kNew York, NYCustomer SuccessOnsite
About the role
Key Responsibilities
- Proactively call our client on-site teams to gather sentiment, feedback, and insights
- Build strong, trusted relationships through thoughtful, human conversations
- Become an expert in one EliseAI product and confidently support users
- Help walk customers through basic troubleshooting or setup when needed
- Recognize when an issue needs deeper support and escalate thoughtfully
- Create clear, well-documented support tickets with helpful context
- Partner closely with Customer Success and Product Solutions
- Spot patterns and trends from conversations and share insights with the team
- Support light Customer Success Associate tasks as needed
Requirements
- A strong communicator who's curious, empathetic, and solution-oriented
- Experience supporting customers over the phone and navigating live conversations
- Comfort explaining technical concepts in a clear, approachable way
- Desire to become a product expert and a trusted partner to customers
- A collaborative, team-first mindset
- Willingness to work onsite in our NYC office 4–5 days per week
Compensation & Benefits
- Base salary range: $70,000 - $85,000
- Equity in the company
- Medical, Dental and Vision premiums covered at 100%
- Fully paid parental leave
- Commuter benefits
- 401k benefits
- Fitness & home services stipend
- Unlimited vacation and paid holidays
Skills
Customer SupportPhone SupportTroubleshootingTechnical CommunicationSupport TicketsCustomer Sentiment AnalysisProduct ExpertiseCustomer SuccessFeedback CollectionEscalation Management
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