Customer Success Manager

ModuleQ is a fast-growing startup providing transformative AI technology. We deliver timely, AI-driven insights to enterprise professionals. Using our patented People-Facing AI® technology, we connect people with the information they need at the right time. We have deep partnerships with Microsoft and the London Stock Exchange Group and work with top global companies in Financial and Professional Services, with a growing industry footprint. Our embedded experience works seamlessly inside of Microsoft Teams, which has grown to over 250 million daily active users as we enter the work-anywhere age.  

You will join our growing Customer Success team responsible for nurturing the long-term customer value of our ModuleQ platform. 
 
This role will be responsible for driving all facets of success across the customer journey (onboarding, implementation, evaluation, deployment scaling, etc.). As part of a small, tight-knit team you will contribute to defining business requirements and collaborate closely with our sales, marketing, engineering, and executive leadership team. 
 
Ideal candidates should be able to effectively build and nurture management and user-level relationships across all levels of our customer organizations and act as an effective escalation point. 

Job Responsibilities 

• Manage the day-to-day implementation of strategic success plans that manage the customer's journey from onboarding to operational maturity 

• Function as a technical point of escalation for all customer-related issues and partner with technical support to drive efficient issue resolution 

• Become a ModuleQ power-user and help drive all aspects of platform adoption across design, pilot, and scaling phases

• Understand deeply how our customers are utilizing ModuleQ and recommend additional features and capabilities to increase product impact 

• Coach customers to be ModuleQ product experts and train their teams to become increasingly self-sufficient 

• Actively drive and contribute to ongoing customer health activities: cadence calls, site visits, technical and executive briefings, training, education, etc. 

• Conduct targeted user research and help develop instructional guide materials

• Develop scoping requirements, concept mockups, and user validation testing for new features as inputs into our product planning process

• Help identify and document best practices and new use cases and ensure customer environments are aligned

• Collaborate with peers and customers, functioning as a front-line product expert

Job Requirements 

• 2+ years of technology experience (Microsoft Products, AI Technologies, Sales Platforms, CRM, etc.); technical pre/post-sales experience a plus 

• Customer-centric and proactive team player that possesses empathy and a strong drive toward customer loyalty and user adoption 

• Ability to build consensus while engaging with business leaders across multiple business units 

• Successful track record of driving product adoption and expansion  

• Technical proficiency with email automation and service platforms (Hubspot, Salesforce, etc.)

• Exceptional follow-through with the ability to drive simultaneous and competing customer requests in a high-paced environment 

• Successful track record of working in a fast-paced start-up environment and navigating large enterprise customer accounts 

• Strong relationship and communication skills at all levels of an organization 

Ideal Candidate 

• A winner and leader – you want to compete and win by being the fastest, smartest, and most responsive 

• Proven effectiveness in speaking with and making presentations to customers and partners at senior executive levels (PowerPoint experience is a plus) 

• Experience with Excel-based analysis, plotting, and deck development in management consulting contexts a plus

• Experience with AI technologies and value propositions (Fintech experience a plus)

• Exposure to product and UX-related functions.

• Experience with JIRA a plus
  

Company 

ModuleQ is on a mission to empower people and teams through artificial intelligence. We believe that technology should complement the people using it rather than be a substitute for them. As a well-funded startup that is funded by strategic and professional investors, we are well on our way to making this a reality.  

We are a small but mighty team looking for people who align with our values:

• Drive positive change in the world
• Put the customer first
• Treat people with respect
• Use good judgment
• Invest in our people
• Be inclusive of diverse perspectives and experience 

Compensation 

• Competitive salary plus options and excellent benefits package including 401K 
• Location: Remote 
• Contact: sales.careers@moduleq.com