About Outcraft AI

Outcraft AI develops autonomous revenue agents that convert, retain, and grow customers across voice, SMS, email, and messaging. By combining real-time human-like conversations with omnichannel orchestration, Outcraft AI enables companies to capture and execute on revenue opportunities that would otherwise be lost.

Summary

We are seeking a versatile and highly motivated Customer Success Manager to oversee and execute our customer retention and growth strategy. As a Customer Success Manager, you will be responsible for everything from guiding successful onboarding and running business reviews to identifying expansion opportunities and acting as the internal voice of the customer. You will be the driving force behind our user adoption, product satisfaction, and revenue retention initiatives. The ideal candidate is a strategic thinker who isn't afraid to roll up their sleeves and execute client success plans from start to finish.

Key Responsibilities

• Account Management: Serve as the trusted advisor and primary point of contact for a portfolio of clients utilizing our autonomous revenue agents.

• Onboarding & Implementation: Lead new customers through the setup and orchestration of their revenue agents, ensuring rapid time-to-value and deep product adoption.

• Retention: Proactively monitor account health and agent performance, executing strategies to secure renewals and minimize churn.

• Upselling & Expansion: Identify opportunities for account growth, cross-selling omnichannel capabilities (voice, SMS, email), and driving additional revenue.

• Business Reviews: Conduct regular check-ins and strategic business reviews to align our AI solutions with the customer's overarching revenue goals.

• Analytics & Reporting: Track key performance indicators (KPIs) such as customer satisfaction, agent conversion rates, and net retention, presenting actionable insights to leadership.

• Voice of the Customer: Collect and synthesize client feedback, acting as a liaison between the customer and our Product and Engineering teams to influence the AI roadmap.

• Support Escalation: Assist with complex platform inquiries, partnering closely with technical support to ensure swift and satisfactory resolutions.

• Process Improvement: Collaborate with internal teams to build and refine customer success playbooks, onboarding templates, and best practices.

Qualifications & Skills

• Experience:1-3+ years of proven experience in a customer success or account management role, preferably within the B2B SaaS or AI technology sector.

• Platform Proficiency: Hands-on experience with CRM tools (e.g., HubSpot, Salesforce) and customer success software.

• Analytical Skills: Strong working knowledge of performance metrics, account health scoring, and data analysis to drive proactive customer outreach.

• Technical Aptitude: Basic understanding of conversational AI, omnichannel messaging, or revenue operations is highly preferred.

• Communication: Exceptional written and verbal communication skills, with a keen eye for detail and the ability to explain technical concepts clearly.

• Project Management: Highly organized with the ability to manage multiple client accounts simultaneously in a fast-paced environment.

• Self-Starter: A proactive mindset with the ability to work independently and take ownership of customer success initiatives.

What We Offer

• Compensation: Competitive base salary and performance-based bonuses.

• Flexibility: Remote work options / Flexible working hours

• Growth: Professional development and clear pathways for career advancement.

How to Apply

Please submit your resume to letmework@outcraft.ai.