Customer Success Account Manager

PolyAI automates customer service through lifelike voice assistants that let customers lead a conversation. Our voice assistants make it possible for businesses to deliver outstanding customer service that rivals their human agents. Our customers, which include the world’s leading logos, are expanding how they use our platform, driving automation of critical customer service operations and integrating PolyAI into their daily customer service workflows.

PolyAI is searching for a UK-Based Senior Customer Success Account Manager, reporting directly to the Head of Account Management to commercially manage and grow our growth-tier customer relationships across a wide variety of verticals. We want you to bring your great experience and skills to help us develop a scalable growth motion that encourages a customer can-do attitude through self-service, as well as building executive-level relationships, defining the account strategy, delivering solution-based sales modelling and driving account retention and revenue growth.

• Manage a book of up to 10 existing customer accounts, meeting & succeeding on goals centered around account retention and in-year growth.
• Harness the power of business reviews and existing customer relationships specifically with our customers champions and buyers to unearth new business opportunities within our valued clients.
• Work alongside our solution consulting team to create bespoke / tailored demos to convert potential use cases into a reality.
• Responsible for accurate forecasting and pipeline management within Gong and Salesforce.
• Orchestrate the creation of ROI models ahead of customer renewal conversations to justify the overall business case and spend with us.
• Lead on adoption efforts that encourage the customer to self-service within the PolyAI platform, Agent Studio; and taking the lead in building 1toMany workshop activities that guides the customer through the product and all its features.
• Make use of innovative strategies and commercial levers to ensure on-time, positive renewal outcomes within your account portfolio.
• Voice of the customer internally within PolyAI, working alongside our Customer Success and Deployment teams to drive product usage and ongoing quality of the virtual agent.
• Building relationships with key customer teams in business units, operations, technology, finance, and procurement.
• Participate with PolyAI team members and leadership to provide thoughtful and insightful feedback on market conditions, product and solution performance and brand acceptance.

• Minimum of 4-years experience in Account Management type positions owning renewals & expansions of existing customers.
• Proven history in value-selling and fostering relationships at champion / decision maker level, including; executives, business, and technical leaders.
• Sales experience with a call center operations background.
• Previous AI experience within the space is nice to have.
• Understand the importance of mapping out and calculating Return of Investment (ROI) models that support a business decision around cost savings, revenue generation, improved CX and reduction in wait times.
• Successful results meeting/exceeding sales goals, revenue expansion, new product adoption and identifying new use cases across additional areas of the business.
• Proven results that consistently meet and exceed annual retention targets and booking quota.
• Experience selling solutions embracing SaaS, system and performance software and innovative devices.
• Ability to communicate analytical results a critical success factor for this role.
• Understanding and clearly communicating the benefits of complex, technical solutions to early adopters and visionaries at executive and team levels.
• Ability to understand and communicate about Artificial Intelligence (AI) a plus.

• Self-starter, willing to balance multiple customer and internal priorities.
• Energised to build out a scalable growth model within customer success.
• Entrepreneurial spirit combined with a scrappy, competitive, and optimistic outlook.

Bachelor’s Degree required. Masters and technical degree is a plus.

• Participation in the company’s employee share options plan.
• 25 days holiday and additional 1 day after 2 years of service, plus bank holidays.
• Flexible working from home policy.
• Work from outside of the UK for up to 6 months each year, 5 week paid sabbatical after 5 years.
• TELUS Health EAP 24/7 - offers you and your chosen family confidential, judgment-free support for any work, health, or life challenge.
• Enhanced parental leave.
• Bike2Work scheme.
• Annual learning and development allowance.
• Company-funded fertility and family-forming programmes.
• Menopause care programme with Maven.
• Private healthcare and dental cover, discounts on gym members and relaxation apps, and access to a range of mental health programs.

At PolyAI, we take great pride in our values - they guide everything we do. We believe that a strong culture leads to meaningful work and lasting impact.

• Only the best: We expect the best from our people, we hire people that expect the best from themselves, and we nurture this drive for excellence.
• Ownership: We care deeply about what we do. We take ownership of our initiatives, decisions and outcomes.
• Relentlessly improve: We demand more from ourselves and are always evolving. Continuous, obsessive improvement is the only way we will transform the world of conversational AI.
• Bias for action: Our world moves quickly and so do we. We take calculated risks and we deliver impact fast.
• Disagree and commit: We are all working toward the same goal. If we don’t agree with something, we work hard to understand it and when a decision is made, we accept it and give it our all.
• Build for people: We want the world to enjoy the experiences they have with us. We are building for a future that prefers automation.

We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions at PolyAI will be based on the business needs without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, neurodiversity status or disability status.