Sr. Customer Success Specialist

JOB TITLE: Sr. Customer Success Specialist

LOCATION: Remote USA or Canada

VERSES is a cognitive computing company building next-generation intelligent software systems modeled after the Wisdom and Genius of Nature. We are a distributed, diverse, and inclusive workforce that aspires to do our best work on important problems with exceptional people.

We’re looking for trailblazers and problem solvers passionate about tackling important global-scale challenges so if that sounds appealing, let’s imagine a smarter world together.

🚀Join Our Adventure!

At VERSES, we're shaping the future of computing with our natural computing platform, Genius. We're looking for a Sr. Customer Success Specialist  who is driven to listen to the voice of the customer and demonstrates a blend of customer-facing skills as well as technical acumen.  In this role you will assist customers guiding them through onboarding, adoption, and ongoing use of our sophisticated software platform that incorporates inference, AI, and advanced mathematical modeling. You will act as both an advocate for the customer internally and a knowledgeable guide for our platform externally.  

✍️Role and Responsibilities

As a Sr. Customer Success Specialist you will:

• Customer Onboarding and Training
• Guide new customers through the setup and implementation of our software platform, ensuring a smooth transition from prospect to active user.
• Develop and deliver training sessions, webinars, and documentation tailored to various user personas (business, technical, etc.).
• Relationship Management
• Serve as the primary point of contact for customer inquiries, concerns, and feature requests.
• Conduct regular check-ins to monitor performance and usage, proactively addressing any challenges that arise.
• Build strong relationships with stakeholders at all levels to maintain high customer satisfaction. 
• Product Adoption and Engagement
• Analyze product usage data to identify opportunities for increased engagement and recommend best practices.
• Partner with customers to develop success plans, including KPIs and milestones aligned with their business objectives.
• Provide ongoing support to drive product adoption and help customers leverage our platform for their specific use cases.
• Help shape the product roadmap by communicating customer feedback, trends, and emerging needs.
• Metrics and Reporting
• Track and report on customer health metrics, such as adoption rates, churn risk, and Net Promoter Score (NPS).
• Maintain accurate account records in our CRM platform, regularly updating customer status and engagement activities.

Requirements

🎓Essential Qualifications

• Education & Experience
• Bachelor’s degree in Business, Computer Science, Data Science, or a related field (or equivalent work experience).
• 2+ years of experience in a Customer Success, Account Management, or related customer-facing role within the software industry. Experience with AI or machine learning products is strongly preferred.
• Technical & Domain Knowledge
• Basic understanding of AI/ML concepts, inference models, statistical computing, and how they apply to business problems.
• Familiarity with SaaS platforms, data analytics tools, and CRM systems (e.g., Salesforce, Gainsight, HubSpot, etc.).
• Basic programming or scripting experience (Python).

• Communication and Soft Skills
• Strong communication and interpersonal skills
• Have the ability to explain complex AI concepts in simple terms
• Strong presentation and training skills for delivering customer presentations and demos
• Being detail-oriented and having strong project management skills
• Take a proactive approach to problem-solving, being comfortable with fast-paced environments
• Empathetic and customer-centric
• Self-motivated while being a collaborative team player

Benefits

🌱In addition to fostering a culture of highly engaged, emotionally intelligent, and energetic people we offer:

• Global virtual work environment (although some positions may need to operate within specific time zones) 
• Responsible paid time off policy (RTO), and company-recognized Holidays.
• Generous total rewards package

🌟Job Type

• Regular, Full-time
• Remote -  USA or Canada
• Starting at $90,000 for US based individuals; geographically adjusted as appropriate to location.

VERSES is unable to offer visa sponsorship or assistance with work authorization for this position. Only candidates authorized to work in the United States and Canada without the need for sponsorship will be considered. 

VERSES currently does not accept agency resumes. Please do not forward resumes to our careers email or to VERSES employees. VERSES is not responsible for any fees or overhead related to unsolicited resumes. No agencies, please.