Customer Success Manager

About black.ai

Black.ai is pioneering the use of autonomous systems and AI to analyse human behaviour through CCTV data. Our state-of-the-art technology processes video stream data in real-time, providing retailers with critical insights into customer behaviours within their stores.

About the role

We’re looking for an experienced customer success professional to work with a cohort of high-profile global retailers to help them solve cost-of-doing-business problems with video AI and analytics.

As a Customer Success Manager at Black.ai you will work with contracted and customers prospective customers to design solutions to various retail problems using computer vision. You will lead the implementation of the Black.ai product, and support/challeng customer teams to ensure they’re getting value from these solutions.

**Responsibilities**:
Your day-to-day responsibilities include:

- Workign with retail customer experience and loss prevention teams that form our initial cohort of customers; interfacing directly with customer roles including: Chief Customer Officer, Chief Product Officer and Chief Technical Officer, Head of Loss Prevention, Head of Customer Insights, etc.
- Working flexible hours as required to suit various customer stakeholders; Notably, early morning VC meetings with American-based customers
- Developing and delivering use-case solution design docs:

- POC/implementation plans (including WBS/schedule)
- presentation of artefacts to customer teams that support a customer to commercially solve retail problems and realise quantified value
- Codifying customer journeys to case-studies, including data gathering, co-creation and obtaining approvals to publish
- Codifying change requests for product enhancements/extensions
- Adopting and championing the use of various software tooling including Figma, Metabase, Hubspot, Notion, Slack, Google suite, the Black.ai product itself, and various pieces of internal product tooling.
- This role is required to be in the Black.ai office at least 4 days a week, especially during the probationary period and to maximise knowledge transfer.

You should have experience / confidence in:

- Contributing to securing new, profitable revenue.
- Managing the profitable retention and growth of revenue through customer expansion and ROI delivery
- Design thinking problem solving
- Codifying and and communicating the voice of the customer alongside an internal Engineering team
- Strong interpersonal and business to business communication skills (in all forms: in-person, written, presentation, telephone, VC+)
- Project management.
- CRM management
- Informal team leadership
- Strong organisation skills, participating in structured collaboration
- Leading by listening and asking questions
- Becoming a product super-user/champion/oracle
- Demonstrating curiousity and leadership from a well-read/researched point of view
- Operating with various levels of seniority and varying levels of experience

Strongly preferred / bonus
- Tertiary degree qualified
- Experience working in a retail domain
- 3+ years experience maintaining large / enterprise customer relationships

We’re building an inclusive and dynamic workplace, acknowledging that the greatest source of ideas comes from a team with a range of different backgrounds and perspectives. Black.ai does not discriminate based on any demographic including age, gender, sexuality, race, ethnicity, cultural background, or disability. Black.ai has diversity and inclusivity policies to ensure that all individuals are comfortable within the workplace and are given the best opportunity to grow and succeed in their careers.

To encourage applicants from all backgrounds, and to promote the most positive working environment for all employees in our team, we offer the following: 24 weeks paid parental leave (non-gender specific), menstrual leave, paid volunteer leave, flexible working arrangements, Employee Assistance Program (EAP), paid religious holiday leave, weekly and monthly social events, and ownership in the company via our ESOP.