Senior Customer Success Manager

Observe.AI

7d•Remote

About The Position

Observe.AI is the enterprise-grade Customer Experience AI platform that unifies conversations, intelligence, and action to turn contact centers into performance engines. Built to optimize the full lifecycle of human and AI agents, Observe.AI enables enterprises to automate customer interactions, augment agent performance, and deliver governed AI at scale. On a single platform, Observe.AI combines Voice and Chat AI Agents, real-time AI Copilots, and Conversation Intelligence with 100% interaction coverage for quality, compliance, and performance management. Trusted by brands like DoorDash, Affordable Care, Signify Health, and Verida, Observe.AI delivers fast time-to-value, measurable ROI, and consistent, high-quality customer experiences across every channel. We are seeking a Customer Success Manager to be responsible for solution adoption, empowering Contact Centers to deploy tools that can change their day to day, and drive customer retention.

Requirements

5+ years of experiencing owning clients in a CSM capacity for a SaaS solution, with proof of value add
You can tell us how you uncover your customers business needs, and align usage of your SaaS product to meet those needs
Knowledge SaaS business models, customer success methodologies, and customer lifecycle management.
Strong communication, presentation, and interpersonal skills.
Strong organizational and project management skills.
Data-driven, process oriented individual who can point to ways you’ve up-leveled the product / process and people in your professional experience past
Eager to learn, try new things, and take calculated risks - for great impact, reward, and fulfillment!

Nice To Haves

Prior experience with SaaS, technology, and/or high-growth company environments.
Experience with managing or configuring legal technology tools (e.g., CLM systems, analytics software, e-signature solutions).

Responsibilities

Driving process change and product adoption through change management, executive level relationships, project management, and training enablement
Monitoring customer health across the customer journey and taking data driven actions to influence the right behavior
Conducting Quarterly Business Reviews at an executive level to demonstrate qualitative and quantitative value
Championing and owning customer retention and partnering with Account Managers on upsells
Advocating for customer needs and educate them on adopting new features as we continue to enhance the product
Confidently working in an ambiguous environment -- we are a fast moving startup!
Collaborating internally and externally to solve pain points for your customerProviding key contributions to help grow and scale our Customer Success organization

Benefits

Competitive compensation including equity: Market-aligned base pay, performance incentives, and meaningful equity ownership
Excellent medical, dental, and vision insurance options: Comprehensive medical, dental and vision benefits for employees and eligible dependents
Flexible Paid Time Off: Our unlimited, flexible PTO policy empowers you to take the time you need to recharge, maintain balance, and perform at your best.
Additional Time to Recharge: 10 company holidays, an annual company-wide Winter Break, and paid parental leave to fully support life outside of work.
401(k) plan: Long-term financial planning support with tax-advantaged retirement savings
Quarterly Lifestyle Spending Account: Flexible quarterly stipend to support wellness, learning and professional development, and personal growth
Monthly Mobile + Internet Stipend: Support for remote and hybrid work connectivity needs
Pre-tax Commuter Benefits: Tax-efficient transit and commuting support for hybrid and in-office employees
Autonomy and Agency: Play a meaningful role in scaling a category-defining GenAI platform transforming the future of customer experience.

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