Customer Success Manager

11 hours ago


Auckland City, New Zealand Thematic Full time

Thematic is a venture-backed software company that helps the world's most recognized companies (Google, LinkedIn, Atlassian, DoorDash and many more) turn free-text customer feedback into insights using AI and Natural Language Processing.

Whether analyzing millions of survey responses, social reviews or chat logs, companies use us to determine the issues they should focus on to improve customer experiences, build better products and grow revenue.

Thematic is growing rapidly and is hiring for a Customer Success Manager to join our Customer Success team, reporting to our VP of Customer Operations. This role will be based out of Auckland, and will initially work in a hybrid capacity with the potential to become fully remote in the future.

**As a Customer Success Manager, some of your key responsibilities will be**:

- Own the entire customer relationship - from onboarding to renewal - with senior leaders at our customers worldwide
- Proactively: keep customers engaged and successful with Thematic, using Zoom and our Slack customer community
- Reactively: act as “first point of contact” for questions, requests or issues, responding quickly and with empathy
- Consultatively: learn the industry and Thematic's capabilities, advising customers on best practices for their business
- Initiate and manage communications with internal teams to resolve customer questions and issues
- Be the "voice" of Thematic's customers with internal teams like Sales, Product, Data Science and Marketing

**Requirements**:
About You - things that will make you successful:

- Incredible attention to detail, striving to produce flawless work for our customers
- Good technical skills: you'll need to learn our software, plus work in tools like Excel, JIRA, Slack and Confluence
- A personality for developing genuine relationships with people
- A curious person, always wanting to learn more
- You are a self-starter with a passion for tackling big problems
- Passion or interest in working for a start-up
- Added bonus: prior experience with coding or JSON

If you’re a bright, successful, team-player, with crazy attention to detail and can learn quickly - apply What you got your degree in doesn’t matter.

**Benefits**
- Competitive salary and equity
- Monthly home-office stipend
- Endless career opportunities in a fast-growing start-up
- A remote / hybrid work culture
- Company retreats in amazing locations (Hawaii)
- Opportunity to work with some of the world’s best brands
- Passionate colleagues truly invested in your success



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