Sr. Customer Success Manager
About The Position
At Avoma, Customer Success is not about managing accounts – it’s about owning customer outcomes at scale. As a Senior Customer Success Manager, you will operate as a strategic partner, systems builder, and AI-enabled operator responsible for ensuring customers achieve measurable business results using Avoma. You will leverage data, automation, and AI to proactively drive adoption, expansion, and retention – while shaping how Customer Success scales as a function. This is a high-impact role for someone who combines deep care for craft with a bias for action – someone who sweats the details, takes pride in their work, and consistently goes the extra step to deliver exceptional outcomes for customers.
Requirements
- 7-12 years in Customer Success, Account Management, or similar customer-facing roles in SaaS
- Proven track record of driving retention, expansion, and customer outcomes
- Experience working with mid-market and/or enterprise customers
- Comfortable using AI tools, automation, and data to improve efficiency and outcomes
- Experience with CS platforms, CRM (e.g., HubSpot), and analytics tools (e.g., Amplitude)
- Ability to turn data into insights and action
- Thrive in ambiguity and can create structure from scratch
- Experience designing playbooks, processes, and scalable programs
- Bias for action – comfortable rolling up your sleeves to get things done
- Strong ability to engage and influence senior stakeholders
- Skilled at translating product capabilities into business value and ROI
- Clear, structured communicator (written and verbal)
Nice To Haves
- Experience scaling Customer Success in 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 CS models
- Strong customer references that speak to your impact on their business outcomes
Responsibilities
- Drive Measurable Customer Outcomes: Define, track, and deliver against clear success metrics tied to customer business goals. Use product usage data, AI insights, and customer signals to proactively identify risks and opportunities. Ensure customers achieve time-to-value quickly and consistently.
- Scale Success Through AI & Automation: Design and implement scalable success programs using AI, workflows, and automation. Reduce manual effort by building playbooks that run themselves. Leverage tools like Avoma, CRM, and CS platforms to create a data-driven success engine.
- Own the Full Customer Lifecycle: Lead onboarding, adoption, value realization, renewal, and expansion. Run high-impact business reviews (QBRs/EBRs) focused on ROI and strategic outcomes – not activity. Act as a trusted advisor to executive stakeholders.
- Be the Voice of the Customer: Translate customer conversations, usage patterns, and feedback into actionable product insights. Influence product, GTM, and positioning using structured, data-backed input. Identify patterns across customers to inform scalable improvements.
- Build the Future of Customer Success at Avoma: Create and refine playbooks, frameworks, and processes for a growing CS team. Operate effectively in ambiguity and help define what “great” looks like. Contribute to a culture of ownership, speed, and outcomes.
Benefits
- Medical, dental, vision, 401(k), and generous PTO
- Best-in-class AI, CS, and analytics stack to amplify your impact
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
