Customer Success Manager

At Hayden AI, we are on a mission to harness the power of artificial intelligence and machine learning to transform the way governments and businesses address real-world challenges. From optimizing bus lane and bus stop enforcement to pioneering digital twin modeling and beyond, our innovative mobile perception system empowers our clients to accelerate transit, enhance street safety, and drive forward a sustainable future.

The Customer Success Manager (CSM) will support the Director of Customer Success by creating and maintaining strong customer relationships, assisting with the operational needs of the client, providing data-driven solutions and results, and ensuring overall program health. The CSM will serve as the lead point of contact for the customer, making suggestions and recommendations that impact the success and upward trajectory of the account.

• Client Relationship Management: Develop and maintain strong client relationships, serving as a trusted partner and internal advocate for all clients.

• Expansion & Renewal: Work with the Director of Customer Success to execute renewals and expansions, ensuring the customer achieves desired business outcomes.

• Onboarding: Support new customers by coordinating closely with Operations during the implementation process, as well as conducting trainings and helping troubleshoot any issues that arise.

• Customer Support: Work cross functionally with internal teams to problem-solve, including escalating complex issues to the appropriate team, tracking ticket progress, and communicating effective resolutions to the customer.

• Key Performance Metrics: Manage & support customer contractual requirements & metrics, escalating to internal stakeholders and departments to ensure client expectations are met.

• Program Health: Conduct tailored daily, weekly, and quarterly reviews of Program Health metrics to identify areas of concern or opportunities for optimization, and report to appropriate stakeholders and/or decision makers with results and recommendations.

• Reporting: Analyze and build on existing standard business reports and/or dashboards that present critical client information in an effort to deliver insights to the client and to align internal cross-functional teams.

• Client Implementation: Support the implementation process by working closely with internal teams at Hayden AI to ensure seamless project execution, including helping with overall planning, scheduling, field visits, and testing as needed.

• Customer Feedback: Document and track customer requests and feedback, communicating regularly to our engineering and product experts to drive product improvements.

• BA/BS in related discipline.

• 5+ years in customer success or account management in a startup environment.

• Excellent communication and interpersonal skills with the ability to connect and build rapport with stakeholders at all levels.

• Passion for solving problems and finding effective solutions, regardless of how big or small the task.

• Previous experience working in government, healthcare, or academia, with an understanding of lengthy and complex procurement processes.

• Willingness to travel.

There are endless learning and development opportunities from a highly diverse and talented peer group, including experts in a wide range of fields (AI, Computer Vision, Government Contracting, Systems & Device Engineering, Operations, Communications, and more!)

• Options for medical, dental, and vision coverage for employees and dependents (for US employees)

• Flexible Spending Account (FSA) and Dependent Care Flexible Spending Account (DCFSA)

• 401(k) with 3% company matching

• Unlimited PTO

• Daily catered lunches in our San Francisco office

At Hayden AI, we are committed to creating an inclusive and diverse workplace where everyone is treated with respect and dignity. We believe that our differences make us stronger and drive innovation. As an equal opportunity employer, we do not discriminate against any employee or applicant based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected status. We are dedicated to fostering a work environment that celebrates diversity and ensures that every individual has the opportunity to contribute to our mission and achieve their full potential.  Please do not forward resumes to our jobs alias, Hayden AI employees or any other company location. Hayden AI is not responsible for any fees related to unsolicited resumes.