Customer Success Manager

About Cognizo

Cognizo is on a mission to help companies understand and improve their AI visibility. We are building the ultimate digital marketing platform to give brands a clear edge in the AI era. 

Job Description

We’re looking for an experienced Customer Champion who thrives on creating genuine, lasting customer relationships and is passionate about preparing brands for the next era of marketing. As the first hire in our customer success function, you will have the opportunity to build the team, define key strategies, and shape customer engagement from the ground up.

Your primary goal will be driving sustainable growth and retention, measured primarily through Net Revenue Retention (NRR), Net Promoter Score (NPS), and customer churn metrics. You'll champion customer needs, ensuring they not only realize immediate value from our solutions but are also positioned strategically for long-term success.

This role requires someone who loves daily interaction with customers and possesses outstanding interpersonal and communication skills. As an early team member, your responsibilities will also include owning support and knowledge base initiatives, though these will be less frequent compared to core customer success activities like adoption and retention.

Responsibilities

• Voice of the Customer: Serve as the primary advocate for customer insights, influencing product strategy and roadmap decisions to continually enhance customer value and satisfaction.
• Data-Driven Insights: Develop and implement metrics-driven approaches (NRR, NPS) to monitor and enhance customer health and success.
• Strategic Customer Relationships: Act as the senior point of contact for Cognizo's key customers, proactively guiding their strategic use of our solutions.
• Customer Journey Optimization: Design and continually refine customer onboarding, enablement, and retention programs to ensure maximum adoption and satisfaction.
• Cross-functional Collaboration: Partner closely with Product, Marketing, and Sales teams to ensure alignment around customer needs and growth opportunities.
• Support & Knowledge Base Management: Oversee the creation and ongoing enhancement of support resources and knowledge base articles to empower customer success and self-service, though these tasks will be less frequent than core CS functions.
• Customer Referral & Advocacy: Drive customer advocacy through initiatives such as case studies, review programs, and building a customer referral program to leverage satisfied customers in promoting Cognizo’s solutions.
• Team Leadership: Build and manage a high-performing Customer Success team, setting clear objectives, and mentoring your team to achieve and exceed our NRR and NPS goals.

Who You Are

• Experience or interest in SEO and AI
• Passionate about marketing innovation and committed to helping brands thrive in the evolving digital landscape.
• Exceptional communicator who enjoys daily customer interactions and excels at building meaningful, lasting relationships.
• 5+ years experience in customer success leadership roles within SaaS or similar technology environments, with proven track record driving NRR and NPS improvements.
• Analytical thinker who leverages data to enhance customer strategies and inform decision-making.
• Highly collaborative, proactive, and comfortable navigating the complexities of growing organizations.