Customer Success Manager

Key Skills

Aartificial intelligence, Accounting, Analytical and Problem solving, B2B, Data Analytics, Data science techniques, Effective communication skills, Environmental, Machine learning techniques, Project management, SaaS

Job Description

We are looking for empathetic, customer-centric individuals to join our team! Customer Success Managers at Toloka covers the end-to-end engagement for enterprise clients, working closely with Account Managers and Solution Engineers to understand the client’s business goals, craft a solution proposal, and deliver the solution in a project-management style. In other words, you will jointly define “value” with the client and you will ensure delivery of this value through a joint success plan.

As you are responsible for the experience the client has with Toloka from day one, you’ll be building meaningful relationships based on the trust that you are the agent of the client’s interest. Ultimately, you impact the businesses of our customers by helping them realize their AI/ML goals, be it in the scope of data labeling / crowd usage or in a bigger scope. If you are a strong communicator with a good AI/ML background, love to work independently in a fast-paced and always-changing environment, and enjoy building relationships with your customers, this role is for you!

As a Customer Success Manager, you will be a part of the broader Customer Experience team, who is responsible for delivering the appropriate client experience to all Toloka clients. The team is focused on shortening the path to value for first-time users and maximizing retention as well as expanding product usage by our existing clients.

Company Intro

Toloka AI is a global tech company that offers end-to-end AI solutions based on the effective combination of Crowd+ML+Expert+Tech Platform. Our solutions are powered by the most diverse global crowd from 100+ countries speaking 40+ languages.

We bring together experts from all over the world to form our growing team of more than 260 people. Our team is globally distributed and works from several locations, including the USA, the Netherlands, Israel, Czech Republic, Serbia, and more. Our products provide access to human-powered data and are used by leading tech companies including Samsung, AliExpress, Bestplace, Handl, JetBrains, Leroy Merlin, Naver Labs, Replika, Trivago and many more. Working at Toloka unlocks the door to being able to work on global projects and our commitment to personal and professional growth.

Responsibilities

• Become very familiar with Toloka as a product along with its offerings from ML/AL models to Crowdsourcing
• Act as overall project manager for customer onboarding based on agreed Toloka solution scope, including building a joint success plan with client
• Engage enterprise clients in a high-touch context, including running Executive Business Reviews
• Leverage internal resources to assist clients as needed, including Product
• Improve customer onboarding metrics (e.g. time-to-value)
• Improve customer retention metrics (e.g. revenue, NRR, NPS)

In this position, you will interact with

• External clients, including representatives of Fortune 500 companies – the typical roles: Product Manager, AI / ML engineer, Data Scientist, Data Analyst
• Solution Engineers (technical managers & crowd science experts) in planning, delivering, and monitoring solutions – managing their work as an effective technical project manager and working partner
• Account Managers as a close counterpart, where Account Managers act as your point of escalation in account health as well as commercial matters, including renewals and expansion
• Product Managers in providing Product insights, issue tracking, and communication of specific features

Requirements

• Min 3-5 years of experience as a Customer Success Manager or Technical Account Manager in B2B SaaS
• Familiarity with or interest in Data Science / AI / ML and the latest internet technologies
• Technically-inclined with a desire to learn technical concepts in the Data Science field
• Quick learner and can thrive in a constantly evolving hyper-growth environment
• Strong written and verbal communication skills
• High level of independence, proactive mentality and excellent time management skills
• Proven ability to prioritize tasks and meet deadlines, with tolerance for multitasking
• Ability to cope with a wide range of tasks (from managerial to technical)
• Excellent problem-solving skills & analytical mindset 
• Customer-centric mentality with a high degree of empathy
• Collaborative and highly-engaged approach; ability to work effectively cross-functionally and lead projects
• Bachelor’s Degree or equivalent 
• Ability to work and be effective in a virtual-first environment

Preferred

• Experience working with products and clients in AI/ML space and data labeling
• Project management experience is a big plus
• Flexibility for irregular work hours in force majeure situations

Benefits

• Personal and career development: we support employee’s ambition for professional development and encourage them to implement their ideas in their projects
• Life insurance, medical insurance for you and family. Vision and Dental plans are also included
• Paid parental leave, 401k + company match
• PTO 18 business days, plus 1 working day for every year of service with a max of 21 days of PTO + Paid Public Holidays
• Flexibility: we offer a completely remote employment. You will also design with your manager a workday that works best for you