* Establish and nurture strong relationships with assigned customers, serving
as their primary point of contact.
* Understand customers' unique business needs and challenges, and proactively
provide the customers targeted insights and updates to maximize their success
with LighthouseAI.
* Regularly engage with customers through virtual meetings, calls, emails, and
other communication channels to assess their satisfaction, address concerns,
and offer assistance.
* Proactively monitor customer usage of LighthouseAI to ensure early detection
of any issues that may be deterring the customer from reaching maximum value
from LighthouseAI due to unexpected lapses in usage.
* Proactively reach out to SaaS customers on a monthly basis to encourage
engagement and feedback
2. Customer Success Strategy:
* Collaborate with cross-functional teams to develop and execute customer
success strategies, including adoption plans, business reviews, and
performance analysis.
* Monitor key customer metrics,
track usage patterns, and identify
opportunities for enhancing customer value and product adoption.
* Weekly monitoring of customer usage report to detect and address any
indications of lack of customer usage of LighthouseAI to proactively take
action to ensure a customer’s satisfaction of the software
* Lead monthly meeting with a cross functional team to provide an overview of
customer usage trends and escalation of any indicators of decreasing customer
usage/satisfaction.
* Coordinate NPS (Net Promoter Score Reports) to send out monthly and 90-days
post onboarding.
3. Product Feedback and Enhancement:
* Gather customer feedback and insights as a “Voice of the Customers” to
advocate for product enhancements and feature requests, ensuring continuous
improvement and alignment with customer needs.
* Weekly reports to Product Management and Marketing on any updated insights
* Act as a liaison between custome