[Remote] Customer Success Manager

Convoso•Los Angeles, CA

9h•Remote

About The Position

Convoso is a leading AI-powered contact center platform designed for revenue teams, innovating since 2006 to drive customer growth and ensure regulatory adherence. Headquartered in Los Angeles, Convoso operates with a global team in hybrid or remote capacities, recognized as a "best place to work" for its culture of integrity, positive persistence, and continuous growth. The core platform empowers sales teams across various industries with built-in AI and automations, offering a premium product in a competitive market. Convoso is expanding its product capabilities and seeks motivated team players excited about technology and innovation. This Customer Success Manager role is for individuals passionate about delivering value, building strong relationships, and driving measurable impact, empowering customers to succeed, scale, and thrive.

Requirements

5+ years of Customer Success experience in a SaaS environment
Strong familiarity with CRM/CS platforms such as Vitally, Totango, or Gainsight
Proven ability to manage a book of business and drive retention and expansion
Exceptional organizational, analytical, and problem-solving skills
Ability to manage multiple priorities in a fast-paced, high-growth environment
Strong communication and presentation skills with customer-facing experience
A proactive, self-driven mindset with a focus on outcomes
Ability to build trust and collaborate effectively across teams
Skilled at navigating customer challenges with professionalism and resilience
Proficiency in tools such as Excel, Google Workspace, Confluence, Zendesk, etc.
Willingness to travel occasionally (approximately 1–2 times per quarter)

Nice To Haves

Contact center, telephony, or performance marketing experience strongly preferred

Responsibilities

Own customer outcomes: Partner with customers to define, track, and achieve business goals that demonstrate ongoing value from Convoso
Drive retention and expansion: Proactively identify growth opportunities, engage executive stakeholders, and lead renewal strategies across your portfolio
Deliver strategic guidance: Apply deep knowledge of contact center best practices to help customers optimize performance and execution
Engage across the lifecycle: Lead all post-implementation activities through a blend of high-touch engagement, digital communication, and scalable programs
Build strong relationships: Develop trusted partnerships with key stakeholders, from end users to executive sponsors
Mitigate risk early: Identify potential challenges and take action to ensure customer health and satisfaction
Advocate for customers: Serve as the voice of the customer internally, contributing to product feedback and continuous improvement
Collaborate cross-functionally: Partner closely with Sales, Support, Technical Account Managers, and Implementation teams to deliver a seamless customer experience
Create impactful deliverables: Develop presentations, strategic recommendations, and business reviews tailored to diverse audiences
Represent Convoso: Act as a thought leader in customer interactions, industry events, and internal initiatives

Benefits

Competitive compensation package
Stock options
100% covered premiums for employees; Medical, Dental, Basic life insurance, Long term disability
Affordable Vision plan and optional FSA
PTO, Paid Sick Time, Holidays, Bereavement time, Parental Leave
Your birthday off
401k program with generous company match
No cost Employee Assistance Program and Travel Assistance
Monthly Gym membership reimbursement
Monthly credits toward food & beverage
Company Outings
On and offsite team building events
Paid training for departments
Apple laptop (most roles)
And a team of highly experienced and kind colleagues!
Casual office environment & dress
Daily catered lunches
Fully stocked kitchen (Dietary restriction-friendly)
Happy Hours
On-site Car Wash
Free Parking