Customer Success Manager Trilogy (Remote)

Do you pride yourself on your ability to innovate products according to your customers’ needs? Trilogy is looking for someone like you to join our team and maximize customer success with our product suite.

In this role, you will decode product usage trends, unearth customer pain points, and translate this wealth of information into actionable insights, pinpointing critical areas for product enhancement. You will steer our Customer Advisory Board (CAB), a forum you’ll mold into a powerhouse of strategic customer collaboration. By carefully selecting members who embody significant customer value, you’ll ensure the CAB becomes a fertile ground for groundbreaking ideas.

Through this immersive cycle of engagement, your efforts will culminate in compelling success stories that not only highlight increased product adoption but also showcase the tangible benefits of our AI-enhanced solutions in addressing user needs.

If the idea of leading with customer empathy, powered by AI, to deliver products that truly resonate with users excites you, Trilogy is where you can turn that vision into reality. Join us, and let’s set new benchmarks in technology together!

What You Will Be Doing

• Regularly interact with customers to gather feedback through discussions and product usage observations.
• Identify and onboard high-value customers with a strong product fit to participate in the Customer Advisory Board.
• Synthesize feedback into actionable insights and communicate these to the product and engineering teams.

What You Won’t Be Doing

• Adding features for the sake of it – your product enhancements will be driven by genuine customer feedback and success metrics.
• Relying on outdated solutions – you will drive innovation and customer success leveraging the latest AI technologies.

Customer Success Manager Key Responsibilities

Maximizing customer success with Trilogy products by bridging direct customer feedback with our product teams and harnessing impactful AI solutions.

Basic Requirements

• At least 3 years of experience in a customer success or product management role within the enterprise software industry.
• Experience using customer feedback to drive product improvements.
• Experience managing customer relationships and assisting customers to maximize product value and ensure successful adoption.
• Experience interacting with senior members of a customer’s team, such as C-level executives or department heads.
• Experience leveraging AI technologies (such as ChatGPT, Claude, Bard, or Bing) in a product management context for tasks such as communication, personalization, positioning, strategy formulation, or feedback analysis.

About Trilogy

Hundreds of software businesses run on the Trilogy Business Platform. For three decades, Trilogy has been known for 3 things: Relentlessly seeking top talent, Innovating new technology, and incubating new businesses. Our technological innovation is spearheaded by a passion for simple customer-facing designs. Our incubation of new businesses ranges from entirely new moon-shot ideas to rearchitecting existing projects for today’s modern cloud-based stack. Trilogy is a place where you can be surrounded with great people, be proud of doing great work, and grow your career by leaps and bounds.

There is so much to cover for this exciting role, and space here is limited. Hit the Apply button if you found this interesting and want to learn more. We look forward to meeting you!

Working with Crossover

This is a full-time (40 hours per week), long-term position. The position is immediately available and requires entering into an independent contractor agreement with Crossover. The compensation level for this role is $50 USD/hour, which equates to $100,000 USD/year assuming 40 hours per week and 50 weeks per year. The payment period is weekly. Consult www.crossover.com/help-and-faqs for more details on this topic.

What to expect next:

• You will receive an email with a link to start your self-paced, online job application.
• Our hiring platform will guide you through a series of online “screening” assessments to check for basic job fit, job-related skills, and finally a few real-world job-specific assignments.

Important! If you do not receive an email from us:

• First, emails may take up to 15 minutes to send, refresh and check again.
• Second, check your spam and junk folders for an email from Crossover.com, mark as “Not Spam” since you will receive other emails as well.
• Third, we will send to whatever email account you indicated on the Apply form – by default, that is the email address you use as your LinkedIn username and it might be different than the one you have already checked.
• If all else fails, just reset your password by visiting https://www.crossover.com/auth/password-recovery if you already applied using LinkedIn EasyApply.

Crossover Job Code: LJ-5215-GB-Plymouth-CustomerSucces.002