Senior Manager, Customer Success
About The Position
Otter.ai is seeking a high-impact Sr. Manager, Customer Success to support its growing CS organization and enterprise motion. This is a strategic leadership role for an individual who thrives in fast-paced SaaS environments, has a strong understanding of AI-powered products and emerging technologies, and knows how to build and scale Enterprise Customer Success programs. The ideal candidate has experience managing the full customer lifecycle, from implementation and adoption through renewals and expansion, and a proven track record of driving retention, growth, product adoption, and time-to-value at enterprise scale. They are equally comfortable partnering with technical stakeholders and executive leaders to deliver measurable customer outcomes.
Requirements
- 5+ years managing CS/AM teams in SaaS
- 8+ years in Customer Success, Account Management, or post-sales roles
- 5+ years quota carrying
- Proven track record driving GRR, NDR, expansion and adoption in enterprise environments
- Experience working on account strategy and mapping
- Strong understanding of TTV, lifecycle strategy, and retention dynamics
- Highly data-driven with strong operational and strategic judgment
- Proven cross-functional leadership across Sales, Product, and Engineering
Nice To Haves
- Experience with AI products or workflows preferred
Responsibilities
- Lead and coach a team of CSMs and Technical Delivery Managers, driving performance across TTV, GRR, and NDR while effectively aligning internal teams and customer stakeholders to deliver outcomes
- Lead strategy and execution across complex, multi-stakeholder enterprise accounts, managing executive relationships and driving outcomes at scale
- Drive retention and renewal performance, improving GRR, NDR, and forecast accuracy through proactive risk management
- Operationalize scalable lifecycle processes and operating cadence to improve time to value and consistency across the customer base
- Partner closely with Sales, Product, and Engineering to align on account strategy, influence decisions, and represent the voice of the customer
- Leverage AI-driven insights and workflows to improve customer engagement, identify risk earlier, and scale team productivity
- Bring technical depth to onboarding and integrations, ensuring strong execution across deployments, workflows, and enterprise environments
Benefits
- We proudly celebrate diversity and are committed to building an inclusive and accessible workplace.
- We provide reasonable accommodations for qualified applicants throughout the hiring process.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
