Customer Experience /Customer Success Manager

Job TitleBotco.ai is the Enterprise AI Agent Platform purpose-built for organizations that need to engage customers through intelligent, reliable, and secure AI Conversations. The platform enables enterprises to seamlessly create, securely deploy, and easily manage autonomous AI agents using a no-code development environment (IDE) and retrieval-augmented generation (RAG) technology.Trusted by leading healthcare, behavioral health, and pharmaceutical organizations, Botco.ai empowers businesses to convert conversations into revenue, reduce operational costs, and improve customer satisfaction. Recognized as "Most Outstanding Startup" by the Arizona Innovation Challenge and winner of the TiE50 and ACA Best SaaS Platform awards, Botco.ai is redefining how enterprises engage with their audiences through agentic AI.We are an early-stage company looking for an experienced CX/CSM with entrepreneurial spirit to join our CX team.ResponsibilitiesDevelop a deep expertise in our technology and provide hands-on technical support to help customers achieve their desired outcomes, including troubleshooting issues related to AI chatbot functionality.Lead the onboarding process for new customers on Botco.ai's platform, ensuring smooth integration and driving practices that contribute to product adoption and customer success.Retain and grow the existing customer base by owning a portfolio of accounts, identifying opportunities for upsell, and executing phased upselling strategies.Foster strong, trust-based relationships with each client, gaining a deep understanding of their challenges, business goals, and unique needs to create tailored solutions.Proactively identify customers who may not be maximizing their potential with Botco.ai and engage with them to drive increased value and utilization of our product.Collaborate closely with internal product and engineering teams to convey customer feedback and insights, advocating for enhancements and driving positive evolution of our product.Act as the primary liaison between clients and the product team, managing client expectations and contributing to the development of the product roadmap based on client needs and market trends.Monitor conversational trends and transcripts to identify areas for improvement in automated responses, working with the product and engineering teams to implement enhancements.Define and execute training initiatives for customers, ensuring they have the knowledge and resources needed to effectively utilize Botco.ai's platform and maximize its value.Assist the client success team in client interactions, reporting, and providing education on AI technology and best practices.What We Are Looking For4+ years of proven experience in building and leading high-performing Customer Success and/or Account Management teams. Track record of success in Customer Support, Implementation, or Professional Services within a product/SaaS company, particularly with enterprise-level clientele.Exceptional people management abilities coupled with a genuine passion for cultivating strong client partnerships.Capacity to rapidly grasp our product intricacies and a keen eagerness to do so. Genuine concern for customers and an innate ability to empathize with and champion their needs.Bonus: Familiarity with Prompt Engineering to bolster AI performance and customer interactions.