Hey! I’m Tara, I lead the Customer Success Team at Sensei Labs.

At Sensei Labs, we build smarter workplace solutions that people love. We’re the newest member in the Klick family of companies, so we get all the advantages of being an agile start-up but within a well-established company with an awesome, award-winning culture. The Customer Success team is a tight-knit, diverse, and fun group. We’re constantly growing and looking for the next team member to join us in building lasting success for our customers and for Sensei Labs.

Role Summary

At Sensei Labs, Customer Success Coaches are not what you might expect at other traditional SaaS organizations. CSCs at Sensei Labs are the epicenter of the customer journey. We are support and customer experience experts, strategists, orchestrators, collaborators, connectors, analytical thinkers and business drivers. Most importantly, we are curators of awesome!

You

• Love challenge and change – you’re always up for anything
• Thrive on working as part of a high performance team and doing life together
• Are amazed by the power of technology and infinitely curious about its possibilities
• Know that not everything always goes according to plan and can quickly think of creative solutions to address the challenges in front of you

Role and Responsibilities

• Act as a trusted advisor with our customers & build relationships that are both deep and wide
• Collaborate with technical and QA teams to solve support issues promptly, with empathy and positivity
• Work with leadership to develop customer strategy, customer roadmap and identify expansion, enhancement and retention opportunities
• Translate customer needs into enhancements to both our roadmap as well as our Customer Success processes
• Take responsibility and ownership of financial health and customer health with an unwavering focus on experience and value
• Plan for and lead Quarterly Business Reviews with participation from Leadership
• Understand your customers wants, needs, goals, usage habits & level of engagement and use that knowledge for the mutual benefit of our partnerships

Required Skills and Experience:

• 3+ years of relevant experience in a customer-facing role, SaaS experience a plus
• Effective communicator both verbal and written
• Track record of rising to the challenge when working under pressure
• Awesome interpersonal skills with a history of quickly building external and internal relationships
• Analytical and problem solving skills