Customer Success Manager

Invoca is the industry leader in AI and machine learning-powered Conversation Intelligence technology, helping businesses optimize revenue through real-time insights from customer interactions. Recognized as a Leader in The Forrester Wave: Real-Time Revenue Execution Platforms, Q2 2024, we are at the forefront of AI-driven innovation.

With over 300 employees, 2,000+ customers, and nearing $100M in revenue, we are building a world-class SaaS company backed by Accel, Upfront Ventures, Salesforce Ventures, Morgan Stanley, and H.I.G. Growth Partners.

The Customer Success team at Invoca serves as the trusted, strategic partner for our customers. We are a proactive and collaborative group, obsessed with helping clients achieve their business outcomes and unlock the full value of their investment. As the primary advocates for our customers, our work is essential to driving deep product adoption, world-class retention, and long-term, successful partnerships.

We are looking for an experienced Customer Success Manager to advise and support a portfolio of customers within the Financial Services and Home Services segment, managing $3-5M in revenue. This individual contributor will report to the Director of Customer Success. You will leverage both human and digital touchpoints to guide customers throughout their lifecycle-driving adoption, expansion, and retention.

This is a highly strategic and relationship-driven role where you will act as a trusted advisor, helping customers maximize their investment in Invoca's AI-powered platform. You will employ customer data, health indicators, and automation to deliver personalized, proactive engagement that drives business impact. Additionally, you will collaborate with cross-functional teams to ensure customers receive the right resources at the right time.

Our goal is to empower customers with actionable insights, making their business more successful because of Invoca.

• Own and manage a portfolio of customers, understanding their business goals, challenges, and opportunities to drive engagement and success.
• Develop and execute strategic account plans to maximize adoption, retention, and expansion.
• Employ data-driven insights and automation tools (e.g., Gainsight, Salesforce) to deliver the right message at the right time.
• Act as a strategic consultant, providing best practices and solutions tailored to each customer's needs.
• Lead customer training, business reviews, and enablement sessions through email, calls, and scheduled meetings.
• Proactively identify risks and opportunities, leveraging internal teams (Sales, Product, Marketing, and Support) as needed.
• Advocate for customers internally, providing feedback to influence product development and innovation.
• Foster long-term relationships, ensuring high satisfaction, advocacy, and loyalty.

• 2+ years of Customer Success or Account Management experience in B2B SaaS.
• 2+ years working with enterprise software, preferably in Financial Services or Home Services.
• Strong project management skills, with experience prioritizing competing initiatives.
• Ability to consult and communicate effectively with all levels of an organization.
• Passion for AI-driven technology and how it transforms customer engagement.
• Background in digital marketing, advertising technology, or performance marketing, with an understanding of how marketers optimize customer acquisition and engagement.
• Familiarity with Adobe Analytics, Google Ads, Sitecore, HubSpot, FullStory, or similar tools.
• Experience using Salesforce, Gainsight, and other SaaS platforms.

At Invoca, all new hires in the U.S. receive benefits starting on day one of employment. Our benefits offerings include:

Please note that benefits for teammates outside the U.S. may vary in accordance with their country's laws and regulations.

• Flexible Time Off - We encourage a healthy work-life balance. Our flexible paid time off policy allows you to recharge and take time away as needed.
• Paid Holidays - Invoca provides 16 U.S. paid holidays, including a winter break, giving you ample opportunity to refresh and spend time with friends and family.
• Health Benefits - Our healthcare program includes medical, dental, and vision coverage, with multiple plan options so you can choose what works best for you and your family. Fertility assistance is also included.
• Retirement - Invoca offers a 401(k) plan through Fidelity with a company match of up to 4%.
• Stock Options - All employees are invited to share in Invoca's success through stock options.
• Mental Health Program- Well-being support on a broad range of issues is available through our SpringHealth program.
• Paid Family Leave - Up to 6 weeks of 100% paid leave is provided for baby bonding, adoption, and caring for family members.
• Paid Medical Leave - Up to 12 weeks of 100% paid leave is provided for childbirth and medical needs.
• InVacation - As a thank-you to our long-term team members, we offer a bonus after 7 years of service.
• Wellness Subsidy - We provide a subsidy that can be applied toward gym memberships, fitness classes, and more.
• Salary Range: $77,500 - $95,000 + bonus potential

For employees outside the U.S., benefits may vary to ensure compliance with local laws and regulations. If you have any questions about Invoca's benefits offerings in your region, please reach out to our People Team.

DEI Statement

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal-opportunity workplace.

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