Job Details

About Balto

At Balto, we use AI to coach contact center agents in real time. Powering better conversations and measurable business outcomes. As an industry leader in AI-driven performance coaching, we're scaling fast and building the next category-defining company in the contact center space.

Our Culture: We're AI Obsessed

At Balto, we don't just build AI-we live it. If you're not...

• Building your own GPTs in OpenAI
• AI-coding side projects in Replit
• Following the latest drops from Google, OpenAI, Anthropic, Meta, and xAI
• Reading essays, academic papers, and dev blog posts about LLMs
• Generating stunning visuals with MidJourney or videos with VEO

...then Balto might not be the right place for you.

But if that does sound like you? You're going to feel right at home.

Why Balto

• Fully remote team - work from anywhere in the US
• Mission-driven culture with smart, supportive, and AI-obsessed teammates
• Career growth - this role is built for someone who wants to shape a function and make an impact fast
• Great benefits: healthcare, 401(k), unlimited PTO, learning stipends, and more

Assessment Process

Our hiring process includes virtual interviews and take-home exercises designed to evaluate your problem-solving ability, strategic thinking, and communication skills.

About the role

Balto, a pioneering tech startup that has built a suite of AI tools for large sales and customer service teams, is seeking a talented Customer Success Manager to join our team. Your mission as a Customer Success Manager will be to manage the accounts of both new and existing customers, ensuring they have the assistance, resources, and insights needed to maximize their experience with Balto. You will be instrumental in facilitating ongoing business and fostering lasting partnerships. This is a fully remote position, offering you the flexibility to work anywhere in the U.S.

Who We Are Looking For

You may be a great fit for this role if you:

• Thrive on building trust and strong customer relationships
• Enjoy solving problems and removing obstacles for customers
• Are proactive, organized, and comfortable managing multiple accounts
• Love connecting customer goals to measurable outcomes and ROI
• Can balance customer advocacy with business needs like renewals and expansion

• Want to help build out a new initiative within Balto

Key Responsibilities

Customer Relationship Management

• Build strong relationships with channel customers and key stakeholders
• Lead ongoing customer communications, including check-ins, business reviews, and renewal conversations
• Develop a clear understanding of each customer's goals, needs, and success metrics

Adoption and Value Delivery

• Support new and existing channel customers with resources, guidance, and best practices
• Identify opportunities to increase product adoption and usage across customer teams
• Help customers measure and communicate Balto's value, including ROI and performance impact
• Partner with internal teams to ensure customers have what they need to be successful

Renewal and Expansion

• Own the contract renewal process for your portfolio, including timelines, customer alignment, and execution
• Identify and pursue opportunities to expand accounts through additional licenses and product add-ons
• Propose pricing, product expansions, and terms for existing customers in partnership with internal stakeholders

Problem Solving and Risk Management

• Proactively identify customer risks, roadblocks, and adoption challenges
• De-escalate issues and coordinate solutions to keep customers on track
• Track customer health, usage, and engagement to prevent churn and improve outcomes

Skills & Requirements

• 3+ years of experience in Customer Success, Account Management, or a related customer-facing role
• Experience managing SMB or mid-market customer relationships
• Strong written and verbal communication skills
• Strategic and detail-oriented thinking style
• Strong organization and time management skills
• Ability to analyze customer usage data and identify trends
• Experience with change management and adoption initiatives
• Working knowledge of Excel and comfort with basic data analysis
• Empathetic, customer-first mindset with a passion for delivering value

This is a remote role, open to candidates anywhere in the US, with occasional travel for in-person company all-hands events up to 4 times a year.

Salary Range Base is $65k - $75k, OTE of $105k

Apply Now
To apply, please visit balto.ai/careers/, then click on See Open Roles → Customer Success Manager.

The pay range for this role is:

65,000 - 75,000 USD per year (Remote)