Open Roles:

Enterprise Customer Success Manager

New York · Full-time · Intermediate

About The Position

Join the team that is changing the way companies deliver service. We’ll accomplish this together with our Service Intelligence Platform. Aquant’s AI-powered platform improves service outcomes while also decreasing the cost of service by providing the right information at the right time. Now, service leaders, field technicians, and customer service reps can make accurate decisions with greater confidence.


The Customer Success Manager role is an opportunity to join a rapidly expanding team and make a significant impact. You will lead our customers toward achieving exceptional business value with Aquant’s products. As a trusted advisor to Customer Service executives, you will guide them through a seamless onboarding experience, help uncover new insights from in data and support ongoing innovation and expansion.


Responsibilities

  • Act as a trusted advisor to the clients to deliver on our commitment to exceptional business value via Aquant’s products.
  • Plan and execute our onboarding process, implementing the Aquant platform and providing comprehensive training.
  • Deeply understand the client’s customer service business, including business objectives, KPIs and challenges that Aquant can help address.
  • Provide proactive business insights with the aim of improving client’s service organizations through analysis of their data via the Aquant platform.
  • Work effectively with other teams within Customer Success including Data Analytics, Data Quality and Support to ensure successful onboarding and ongoing customer value.
  • Act as an advocate for client interests, sharing customer feedback with other Aquant departments, including Growth, Marketing, and Product teams.
  • Work to ensure successful renewals and expansion of usage across customer base.
  • Provide timely response and resolution to all client inquiries and issues including post Go-Live support.


The Ideal Candidate

  • 5+ years of experience in Customer Success, Consulting or Project Management roles working with Big Data, Analytics or Customer Service organizations.
  • Knowledge and hands-on experience with SaaS Customer Success and/or Project Management processes and tools.
  • Strong analytical skills and full proficiency in Microsoft Excel (VLOOKUPs, Pivot Tables, etc.).
  • Experience in working with large, complex, multi-divisional, multi-geographical customers.
  • Excellent verbal and written communication skills with the ability to relate complex technical or business concepts to clients up to the executive level. 
  • Proactive and comfortable working in a fast-paced and dynamic environment with the ability to quickly resolve technical challenges.
  • Team-oriented with strong collaboration skills and an ability to work effectively across other departments and individuals to ensure the best outcomes, focused on commitment to quality and success.
  • Maintains a “beginner's mind” at all times, always looking for opportunities to learn new things and innovate with products and customers.
  • Insatiable curiosity about businesses, industries, markets, and what drives them.
  • Passionate about using data and analytics to help customers deliver customer service excellence and drive long term value. 
  • Amenable to a potential travel requirement of up to 25%.


It's not enough to have a cool product, join us because you share our values:

These guiding values inspire every Aquant employee. They are how we operate and enable our company as a whole to have greater impact and achieve our vision:

Exceptional Customer Value - We strive to provide exceptional value to our customers and partners in every interaction.

Passion with Integrity - We are passionate about achieving great things, while doing the right thing and adding long term value.

One Team - Teamwork is our competitive advantage based on mutual respect. Build genuine friendships based on mutual respect, act professionally, take ownership, over communicate, strive to excellence, and ask how you can help.

Growth Mindset - Stay curious, keep an open mind, and be innovative. Don’t be afraid to fail fast and continue learning.


Some of our benefits:

  • We’ve got you covered: From medical, dental, vision, life, and 401k match & retirement, we’re here to support your physical, mental, and financial well-being.
  • Support yourself and those you love: We offer parental leave to full-time employees across all Aquant locations.
  • Vacation your way: We want to make sure you have time to meet your personal needs with generous PTO and flexible vacation planning.
  • Everyone is an owner: We want everyone to feel ownership over their work and what we are building here, which is why we offer equity to full-time employees.
  • Build your career: Every Aquant employee is in control of their career development with our learning stipends, tools, and training.
  • Get the best of both worlds with a hybrid workplace: We currently work 3 days a week in the office, allowing you to enjoy the flexibility you need (please note: this is subject to change based on the needs of the business)


Salary Range: In compliance with the New York City Pay Transparency Law, the base salary range for this role is between $100,000 - $125,000. This range is not inclusive of our discretionary bonus, equity, and benefits package. When determining a candidate’s compensation, we consider a number of factors including skill set, experience, job scope, performance in assessments during the interview process, and current market data.

Apply for this position

Aquant’s mission is to make
everyone a service hero.

Join the team that is changing the way companies deliver service. We’ll accomplish this together with our Service Co-Pilot Platform. Aquant’s AI-powered platform improves service outcomes while also decreasing the cost of service by providing the right information at the right time. Now with Aquant, service leaders, field technicians, and customer service reps can make accurate decisions with greater confidence.

Our values:

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    Exceptional Customer Value

    We strive to provide exceptional value to our customers and partners in every interaction.

  • Image

    Passion with Integrity

    We are passionate about achieving great things, while doing the right thing and adding long term value.

  • Image

    One Team

    Teamwork is our competitive advantage based on mutual respect. Build genuine friendships based on mutual respect, act professionally, take ownership, overcommunicate, strive to excellence, and ask how you can help.

  • Image

    Growth Mindset

    Stay curious, keep an open mind, and be innovative. Don’t be afraid to fail fast and continue learning.

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Leadership at Aquant:

Learn more about our leadership and what brought us to where we are.

(Pictured: Co-founders Assaf Melochna, President; and Shahar Chen, CEO)

Meet the Team

What our team loves about Aquant:

Aquant provides a casual and flexible work environment that encourages creativity and collaboration. Over the 2+ years that I’ve worked at Aquant, I’ve had the opportunity to initiate and contribute to challenging projects while pursuing my interests and developing, both professionally and personally. Aquant encourages your passion, curiosity, and fresh ideas to bring innovative products to our customers and aspiring clients.
Courtney Stafford | Marketing Programs Lead
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For me, what makes Aquant stand out is the orderly way of working, even though product development is high-speed. There is an aspiration for the improvement of the team as a whole and simultaneously for the personal gain of each of the developers. We stay updated on what is happening in other teams so that we know the full range of products. But what I like most about Aquant is the PEOPLE - everyone wants to succeed as a team, and everyone is very approachable and always willing to help. The most significant thing is that everyone is doing what they love.
Adi Peretz | Full Stack Engineer
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As a fast-growing company Aquant does a tremendous job of cultivating a unique culture that is centered around having a GROWTH mindset. Everyone at the Company is striving for GROWTH not only for our Customers, but also for our peers, co-workers and as individuals. It’s a great mindset to tackle any challenge.
Erik Lepke | VP of Finance
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I love the combination of collaborative work, and independent ownership I’m given at Aquant. Each challenge comes with the opportunity to make an impact on the product, and grow professionally. One of the aspects of Aquant that appealed to me right away was the horizontal organization. The leadership is available for conversations, and open to input from anyone. The environment of responsibility and shared vision for the product make it an exciting place to work.
Emily Winfield | Implementation Specialist
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Working at Aquant is a great combination of interesting work and a great environment. Day-to-day, we’re solving varied, challenging problems which have a significant impact on the product and the company - and we get to do it in a team of great people.
Tommer Vardi | Data Team Lead
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What we offer:

  • Image

    We’ve got you covered

    From medical, life, and retirement, we’re here to support your physical, mental, and financial wellbeing.

  • Image

    Support yourself and those you love

    We offer parental leave to full-time employees across all Aquant locations.

  • Image

    Vacation your way

    We want to make sure you have time to meet your personal needs with generous PTO and flexible vacation planning.

  • Image

    Everyone is an owner

    We want everyone to feel ownership over their work and what we are building here, which is why we offer equity to full-time employees.

  • Image

    Build your career

    Every Aquant employee is in control of their career development with our learning stipends, tools, and trainings.

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