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Customer Success Manager
Full-time
Trinka AI is an AI-powered writing assistant designed for academic and technical writing, offering tools such as AI-assisted writing, a Paraphraser, AI Studio, and Citation Checks. We are seeking a Customer Success Manager to ensure customers successfully adopt and derive continuous value from Trinka AI's solutions, acting as the primary point of contact for support, onboarding, and usage guidance.
Key responsibilities
Own day-to-day customer support via email and chat, ensuring timely, high-quality resolution of product, account, and usage issues.
Triage, troubleshoot, and escalate complex technical issues to Engineering or Product teams.
Drive onboarding and early-stage adoption for new individual, B2B, and institutional customers.
Proactively monitor usage patterns to identify at-risk or underutilizing accounts and intervene to improve retention.
Collect and share customer feedback and feature requests with Product and Engineering teams.
Key skills
5+ years in Customer Success, Support, or Account Management in a SaaS or tech product company.
Strong written communication skills, especially for professional or academic users.
Comfortable working with AI or software products.
High ownership, customer-first mindset, and ability to coordinate across Product, Engineering, Sales, and Operations.
