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Customer Success Manager (NY, NY)

Centrical is an AI-based Employee Performance Experience Platform designed to tackle the core challenges faced by frontline workers and contact center agents.
Its primary focus is to reduce employee turnover, improve performance consistency, accelerate onboarding, and foster employee growth.

 Leveraging AI, Centrical delivers personalized, real-time performance management, adaptive micro-learning, gamification, and coaching, empowering employees to achieve better outcomes.
Trusted by Fortune 2000 leaders, including 2 of the top 5 banks in US, Hilton, Verizon, LG, Adidas, Hyundai, DHL, Enterprise, British Gas, Swisscom, Swiss Life, and many others. Founded in 2013, Centrical serves customers in 150 countries and supports 40 languages. Headquartered in New York, with offices in Tel Aviv and London, the company has raised approximately $80 million to date.

Responsibilities:  

Manage a portfolio of 6-10 Enterprise Accounts across all stages from implementation through expansion and retention.

Establish a strategic advisor relationship with each customer, managing the customer relationship, health, and risk, post-sale.

Establish a deep knowledge of the customers’ business and organization, developing relationships with key customer stakeholders to secure contract renewals and drive further product adoption and expansion across the business.

Work with customers to develop and execute a success plan that outlines how Centrical will address their business needs and measure performance against established metrics/KPI’s.

Leverage both successful execution and relationship engagement to convert customers to evangelists and partners, helping us to grow our business and platform.

Actively update customers on the evolution of the product. Show how the Centrical Product evolution will continue to enhance functionality and support customers’ evolving use cases and business needs.

Collaborate with Sales, Marketing, Product, and our Partner community, to share best practices, improve internal capabilities, identify new customer business needs and effectively leverage all our available resources to drive customer success.

Monitor customer utilization trends and perform health checkups to identify product recommendations and R&D needs.

Conduct monthly and quarterly strategic business reviews with customer stakeholders to drive alignment and engagement.

Requirements:  

3-5 years of customer management experience leading a $1-$5M portfolio with an emphasis on renewals and expansion.

Comfortable discussing both commercial and technical topics and engaging in commercial negotiations with senior executives.

Deep quantitative analysis skills, with proven business insight and judgment.

Ability to rapidly develop and deliver creative business solutions for complex business problems.

Experience implementing and using a variety of customer and commercial management tools and technologies (Salesforce, Excel, Jira, ZenDesk, Google Apps, BI tools, SQL queries).

Able to excel in a rapidly changing, hyper-growth, Start Up environment, as an entrepreneurial, self-starter and highly collaborative team member.

Experience within a globally dispersed, multilingual team.

Strong presentation skills and ability to establish credibility and relationships with C-level executives.

Excellent written and verbal communication skills.

BA or BS required.

Centrical is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.

To apply please send your CV to jobs@centrical.com

Customer Success Manager (NY, NY)

“CX leaders should stop isolating contact centers from other departments. Customer experience is increasingly cross-functional. In 2025, integrating CX insights across the organization will be critical to delivering seamless and cohesive experiences.”

“To start, give customers a choice: digital or live support. And if they go digital first and can’t get what they want, make it super-easy for them to connect to a live agent.”

“Knowledge Management: It is not exactly underrated but it will be bigger than what it is in 2025. Vendors are likely to boost R&D investment in knowledge management for contact centers in 2025.”

“Human-centered AI, where AI is used not just to automate and drop money to the bottom line, but used to service up insights to support team members and delight customers. I see generative AI with conversational context and tonal analysis as pretty critical here.”

“The myth that technology/AI is a quickly implemented CX superpower. Companies will realize that we can’t harness a lot of these gains without quality data that is clean and well-organized.”

“By 2025 the buzzword omnichannel may be on its’ last leg.  Customers want their issues resolved quickly and accurately and they would prefer not to need to contact us in multiple channels that we can see at one time.”

“For 2025, the main trend I’m watching is ‘AI agents’—bots powered by AI that are becoming more autonomous. Unlike basic responses, these AI agents can handle end-to-end customer interactions, reducing the need for human intervention. Expect significant developments from vendors.”

“Stop talking about AI. It’s like talking about the internet being a thing. It’s here. The better focus is start thinking about how AI enhances the lives of your team. So stop talking about AI and start doing something about it.”

“AI and CX will drive hyper-personalization, using consumer data to segment customers, deliver key messages, and provide fast, accurate responses. Technologies like chatbots and predictive analytics will close the gap between brands and consumers.”

One myth that will be debunked in 2025?: “Customers are on the edge of their seat waiting to hear what you have to say. We need to learn about what’s important to customers by asking more questions.”

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