Client Experience Manager - SMB

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Company Summary: Slang AI is redefining customer engagement through conversational AI, making every interaction seamless and efficient. Our mission is to transform the restaurant industry by providing the ultimate voice AI solution for consistently outstanding customer experiences. At Slang AI, we foster a culture of innovation, inclusivity, and growth, ensuring that every "Slangsta" (employee) feels valued and connected to our broader AI driven impact. What Your Experience Will Be: As a Client Experience Manager at Slang AI, you’ll own the end-to-end customer journey for our SMB clients — from onboarding through long-term success and day-to-day support. You’ll guide customers through their initial rollout, transition seamlessly into serving as their long-term success manager, and directly manage the support inbox during business hours, where many of their most important interactions occur. Because support volume is currently low (fewer than 60 inquiries per month across 1,500+ customers), this role offers the opportunity to both deliver excellent frontline support and help design how support scales as we grow. You’ll gain unique visibility into customer needs in real time while influencing the tools, processes, and standards that will shape support as the business expands. This unique scope means you’ll be both a strategic advisor and a hands-on partner, ensuring customers launch smoothly, adopt key features, resolve challenges quickly, and realize the full value of Slang. By owning these critical touch points, you’ll have a large sphere of influence over customer outcomes, shaping retention, adoption, and satisfaction across a significant segment of the business. In addition, you’ll play a key role in our digital customer success program — helping define and refine automated success sequences to ensure accuracy, consistency, and strong adoption results. This work ensures customers experience the same hospitality-first service at scale, while giving you a direct impact on how Slang drives measurable results for our clients. Why You Belong Here How You Will Grow: At Slang, we believe success starts with great execution and great service. In this role, you’ll gain valuable experience managing full customer lifecycles and working with hospitality operators in a fast-paced environment. You’ll learn how to onboard, support, and grow a book of business with autonomy, while contributing to scalable processes that improve outcomes across the team. We offer training, feedback, and growth opportunities to help you level up in customer success, technical product fluency, and strategic account management. What Success Looks Like Driving Long-Term Success: You are responsible for the health and success of your assigned accounts. You ensure customers are seeing clear outcomes, meeting their goals, and staying on track for renewal. Building Trusted Relationship: You build strong relationships with a range of customer stakeholders — from General Managers to Operations Leaders — and know how to tailor your approach depending on their needs. Renewals Retention: You own the renewal process and are accountable for maintaining and growing account revenue. You identify risks early, take action to resolve issues, and keep customers satisfied and committed. Surfacing Growth Opportunity: You surface expansion opportunities (e.g. additional locations or use cases) and work with Sales to execute. You contribute to the team’s Net Revenue Retention (NRR) goal. Feature Adoption Product Fluency: You guide customers through product updates, encourage usage of key features, and tie adoption back to business outcomes. You’re expected to understand and explain Slang’s value. Onboarding and Success Planning: You create simple account plans to track customer goals, key contacts, risks, and growth potential. You align internal teams around each plan to support execution. Voice of the Customer: You escalate customer feedback internally and contribute insights that

公司简介：Slang AI正在通过对话式AI重新定义客户互动，让每一次交互都无缝且高效。我们的使命是通过提供终极语音AI解决方案，持续打造卓越的客户体验，从而变革餐饮行业。在Slang AI，我们培育创新、包容和成长的文化，确保每一位“Slangsta”（员工）都感到被重视，并与我们更广泛的AI驱动影响力紧密相连。

你将获得的体验：作为Slang AI的客户体验经理，你将负责我们SMB客户的端到端客户旅程——从入驻到长期成功及日常支持。你将引导客户完成初始部署，无缝过渡为他们的长期成功经理，并在工作时间内直接管理支持收件箱，许多最重要的客户互动都发生在这里。由于目前支持量较低（1,500+客户每月不到60个咨询），这个角色提供了既提供卓越一线支持、又帮助设计支持体系如何随我们成长而扩展的机会。你将获得对客户需求的独特实时洞察，同时影响将塑造业务扩展过程中支持体系的工具、流程和标准。这一独特的职责范围意味着你既是战略顾问，又是亲力亲为的合作伙伴，确保客户顺利上线、采用关键功能、快速解决问题，并充分实现Slang的价值。通过掌控这些关键触点，你将对客户成果产生广泛影响力，在业务的重要细分领域中塑造留存率、采用率和满意度。此外，你还将在我们的数字化客户成功项目中发挥关键作用——帮助定义和完善自动化成功序列，以确保准确性、一致性和强劲的采用成果。这项工作确保客户在规模化过程中体验到同样以 hospitality 为先的服务，同时让你直接影响Slang如何为客户推动可衡量的成果。

为什么你属于这里——你将如何成长：在Slang，我们相信成功始于卓越的执行和卓越的服务。在这个角色中，你将获得管理完整客户生命周期和在快节奏环境中与餐饮运营者合作的宝贵经验。你将学习如何以自主性入驻、支持和发展一个业务组合，同时为改善团队成果的可扩展流程做出贡献。我们提供培训、反馈和成长机会，帮助你在客户成功、技术产品熟练度和战略账户管理方面提升。

成功的样子——推动长期成功：你负责所分配账户的健康和成功。你确保客户看到明确的成果、实现他们的目标，并保持在续约轨道上。建立信任关系：你与各类客户利益相关者——从总经理到运营负责人——建立牢固关系，并知道如何根据他们的需求调整你的方法。续约留存：你负责续约流程，并对维持和增长账户收入负责。你及早识别风险，采取行动解决问题，并让客户保持满意和承诺。发现增长机会：你发现扩展机会（例如额外门店或使用场景），并与销售团队合作执行。你为团队的净收入留存率（NRR）目标做出贡献。功能采用与产品熟练度：你引导客户了解产品更新，鼓励使用关键功能，并将采用与业务成果挂钩。你需要理解并解释Slang的价值。入驻与成功规划：你创建简单的账户计划，以跟踪客户目标、关键联系人、风险和增长潜力。你围绕每个计划协调内部团队以支持执行。客户之声：你将客户反馈在内部升级，并贡献洞察，以

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