Customer Success Manager

We are currently seeking a Customer Success Managers that ensures customers achieve maximum value and satisfaction from post production and real-time AI transcription solutions. This includes live captioning, education, corporate and media transcription services. CS acts as the strategic partner for accounts, driving adoption, optimizing usage, resolving issues, and supporting long-term retention and growth.

Core Responsibilities

A. Account Management & Relationship Building

- Participate in account management alongside Sales and Product. - Own ongoing customer relationships, ensuring alignment with customer goals. - Conduct monthly/quarterly operational check-ins with key stakeholders. - Serve as the primary point of contact for escalations and strategic discussions.

B. Onboarding & Training

- Lead onboarding for all new customers, ensuring smooth setup and integration. - Deliver end-user training to maximize early adoption and usage. - Manage integration requests and profile updates to align systems with customer needs. - Host 1:Many onboarding sessions (e.g., Office Hours, live training sessions).

C. Adoption & Usage Growth

- Proactively monitor customer usage and deliver regular updates to stakeholders. - Identify opportunities to increase usage, expand into new features, or add services. - Drive prompt adoption and ongoing optimization of AI transcription tools. - Build success plans with customers to define measurable goals and track outcomes.

D. Issue Resolution & Escalations

- Act as the lead for open issues, coordinating internally across Verbit teams to resolution. - Own get-well plans and RCA (Root Cause Analysis) with escalated or at-risk customers. - Communicate issue status clearly and promptly to customers.

E. Strategic Customer Engagement

- Lead Quarterly Business Reviews (QBRs) to review performance, highlight ROI, and align on next goals. - Run success planning workshops with customers to ensure long-term alignment. - Support 1:Many engagements such as Office Hours, webinars, and

training series. - Strengthen relationships via proactive check-ins and executive-level engagement.

F. Risk Management

- Monitor usage metrics for early warning signs of disengagement. - Raise red flags when customer behavior changes (e.g., drop in usage, reduced participation). - Drive proactive engagement with at-risk accounts to stabilize and retain them.

Goals of the Customer Success Organization

- Increase Customer Satisfaction – ensure customer outcomes are met consistently. - Increase Usage – drive adoption of new and existing services. - Maximize Wallet Share – expand usage across products and services. - Enable Sales – free up sales teams to focus on new business by owning post-sale growth.

Areas of Focus

1. Onboarding – Seamless new customer setup, training, and integration. 2. Adoption & Optimization – Ensuring customers fully utilize the platform’s capabilities. 3. Proactive Engagement – Strengthening relationships with consistent communication. 4. At-Risk Recovery – Get-well planning, RCA, and targeted re-engagement strategies. 5. Usage Monitoring – Continuous review of customer usage and health scoring. 6. Customer Signals – Raising red flags and acting on behavioral changes before churn risk escalates.

2. Deliverables

- Onboarding plans & timelines. - Monthly/quarterly usage & operational reports. - Customer success plans & goal tracking. - QBR decks and executive summaries. - RCA reports and get-well plans for escalations. - Training materials & Office Hours sessions. - Customer health dashboards and status reports.

KPIs

- Customer Satisfaction (CSAT, NPS). - Adoption Metrics (active usage %, session counts, feature utilization). - Retention & Growth (renewal rates, upsell/cross-sell). - Escalation Management (time-to-resolution, # of escalations closed). - Customer Health (usage monitoring, red flag detection, risk reduction). - Engagement Frequency (check-ins, QBRs, training participation).

What Makes Verbit Unique?
Verbit’s 500+ individuals share a vision of making all video and audio content accessible to everyone. Verbit’s in-house, AI-based solutions take live and recorded audio and video to the next level with the support of 35,000 human professional transcribers. Our captioning, transcription, translation, and audio description services are trusted by more than 2,000 customers globally, including leading universities, corporations, legal agencies, and media entities to make their content accessible, engaging, and interactive!
Verbitizers are actively making the world more equitable for individuals with disabilities every day. After achieving the milestone of becoming a “unicorn company” and showcasing 6x revenue growth year over year, we are humbled and still fascinated by this ride. Verbit currently has a market cap of $2B, which is still growing. You too can join our journey toward accessibility and the reinvention of industry practices.

Do You Have Verbitzer DNA?
Verbitizers have the initiative to bring goals and dreams to fruition with a can-do attitude and the motivation of true go-getters.
We’re a group of:
Tech-savvy individuals who are always open to growth and learning opportunities
Adaptable and flexible people who thrive in a fast-paced, startup environment
Detail-oriented professionals who take pride in operational excellence
Effective communicators who support and represent Verbit’s people-first culture
Verbit is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.