Sr. Customer Success Manager - US

Avoma•San Jose, CA

11h•$150,000 - $187,500•Onsite

About The Position

At Avoma, Customer Success focuses on owning customer outcomes at scale. The Senior Customer Success Manager acts as a strategic partner, systems builder, and AI-enabled operator, helping customers achieve measurable business results with Avoma. The role uses data, automation, and AI to proactively drive adoption, expansion, and retention while helping shape how Customer Success scales as a function. The role owns the customer lifecycle from onboarding through adoption, value realization, renewal, and expansion. It defines and tracks success metrics tied to customer goals, uses product usage data and customer signals to identify risks and opportunities, and helps customers reach value quickly. It also develops scalable success programs, workflows, automation, and playbooks; leads ROI-focused QBRs and EBRs; and serves as a trusted advisor to executive stakeholders. The Senior Customer Success Manager brings customer conversations, usage patterns, and feedback to product, GTM, and positioning teams as structured, data-backed insights. The role also creates and refines playbooks, frameworks, and processes for a growing CS team, operates effectively amid ambiguity, and contributes to a culture of ownership, speed, and outcomes. Avoma is an AI-powered meeting assistant and conversation and revenue intelligence solution for customer-facing teams. It automatically captures, summarizes, and analyzes conversations. The company is a venture-backed, fast-growing startup with more than 1,200 paying customers. This is an in-office role in San Jose, California, five days per week.

Requirements

7–12 years of experience in Customer Success, Account Management, or similar customer-facing SaaS roles.
A proven track record of driving customer retention, expansion, and outcomes.
Experience working with mid-market and/or enterprise customers.
Comfort using AI tools, automation, and data to improve efficiency and outcomes.
Experience with customer success platforms, CRM systems (such as HubSpot), and analytics tools (such as Amplitude).
Ability to turn data into insights and action.
Ability to thrive in ambiguity and create structure from scratch.
Experience designing playbooks, processes, and scalable programs.
Bias for action and willingness to roll up sleeves to get work done.
Ability to engage and influence senior stakeholders.
Skill translating product capabilities into business value and ROI.
Clear, structured written and verbal communication.

Nice To Haves

Experience scaling Customer Success at a high-growth, early-stage company.
Deep understanding of AI-driven workflows or conversational intelligence tools.
Track record of building automation-first or low-touch Customer Success models.
Strong customer references that speak to impact on their business outcomes.

Responsibilities

Define, track, and deliver success metrics tied to customer business goals.
Use product usage data, AI insights, and customer signals to proactively identify risks and opportunities.
Help customers achieve time-to-value quickly and consistently.
Design and implement scalable success programs using AI, workflows, and automation.
Build playbooks that reduce manual effort and support scalable customer success.
Use Avoma, CRM, and customer success platforms to build a data-driven success engine.
Lead onboarding, adoption, value realization, renewals, and expansion across the customer lifecycle.
Run high-impact QBRs and EBRs focused on ROI and strategic outcomes.
Act as a trusted advisor to executive stakeholders.
Translate customer conversations, usage patterns, and feedback into actionable product insights.
Influence product, go-to-market, and positioning decisions with structured, data-backed input.
Identify cross-customer patterns that inform scalable improvements.
Create and refine playbooks, frameworks, and processes for a growing Customer Success team.
Help define what excellent Customer Success looks like while operating in ambiguity.
Contribute to a culture of ownership, speed, and outcomes.