Customer Success Account Manager

PolyAI

108d • $120,000 - $145,000

About The Position

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. As the Customer Success & Account Manager, you will act as the key commercial point of contact in a customer-facing capacity, responsible primarily for the retention & expansion of your accounts. You will directly own and grow relationships with strategic accounts. Your mandate is to drive retention, revenue expansion, and customer advocacy across our most valuable clients. You will play a pivotal part within our post-sale motion, building executive relationships with decision makers and champions of your customers, defining success metrics, and championing a customer-obsessed mindset across PolyAI. This is a pivotal role for a high-growth, enterprise-focused AI company in the customer experience and contact center space.

Requirements

• 4+ years in post-sales customer facing commercial roles, ideally in Enterprise SaaS
• Experience in Customer Experience, Contact Center, or Conversational AI domains is a strong advantage
• Proven success in hitting and over-exceeding on commercial targets including Gross Revenue Retention and upsell quotas
• Demonstrated commercial acumen: driving renewals, expansion, and account strategy
• Strong executive presence and experience engaging with CxO-level stakeholders
• Excellent communication and presentation skills; confident in leading strategic discussions
• Highly collaborative, with a track record of partnering cross-functionally to drive outcomes
• Bachelor’s degree in business, economics, or computer science

Responsibilities

• Own and grow up to 15 enterprise accounts, delivering outcomes across retention, upsell, and expansion
• Serve as the main point of contact for all your clients, managing high-level relationships and ensuring long-term strategic alignment
• Build and execute account and customer success plans defining growth strategies in collaboration with Deployment, Product, and Engineering
• Leverage customer insight dashboards to monitor customer health, product usage, revenue growth, and churn risk
• Lead business reviews, roadmap sessions, and stakeholder briefings across a diverse client base
• Drive commercial outcomes including renewals, upsell opportunities, and advocacy initiatives
• Synthesize customer feedback into actionable insights for product and go-to-market teams
• Forecast and report on key performance against KPIs for retention, expansion, and customer CSAT

Benefits

• Participation in the company’s employee share options plan
• 100% of Single Cost (employee) and 70% of Dependent for medical, dental & vision
• Life Insurance
• STD and LTD
• The opportunity to contribute to the company's 401k plan
• Flexible PTO policy + 11 designated company holidays
• Annual learning and development allowance
• One-off WFH allowance when you join, offering perks like noise-cancelling headphones or a comfortable desk chair
• Enhanced parental leave
• Company-funded fertility and family-forming programmes
• Menopause care programme with Maven
• Healthcare plan, including voluntary Health Insurance, covering services such as care for pregnant people and newborns, annual physical exams, dental care and more

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree