Sr. Customer Success Manager - US

Avoma • San Jose, CA

16h • Onsite

About The Position

Avoma is hiring a Senior Customer Success Manager to own customer outcomes at scale. The role combines strategic customer partnership with systems building and AI-enabled operations, using data, automation, and AI to drive adoption, expansion, and retention while helping scale Customer Success as a function. The position involves managing the full customer lifecycle, delivering measurable business results, and shaping scalable processes and programs for a growing team. It is an in-office role based 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 your sleeves to get things done.
• Ability to engage and influence senior stakeholders.
• Skill in translating product capabilities into business value and ROI.
• Clear, structured written and verbal communication.
• Strong attention to detail, accountability for customer outcomes, and ability to combine speed with quality.

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 Customer Success models.
• Strong customer references that speak to impact on customer business outcomes.

Responsibilities

• Define, track, and deliver success metrics tied to customer business goals.
• Use product usage data, AI insights, and customer signals to identify risks and opportunities proactively.
• Help customers achieve time-to-value quickly and consistently.
• Design and implement scalable success programs using AI, workflows, and automation.
• Build playbooks and leverage Avoma, CRM, and Customer Success platforms to reduce manual effort and create a data-driven success engine.
• Lead onboarding, adoption, value realization, renewal, and expansion across the customer lifecycle.
• Run QBRs and EBRs focused on ROI and strategic outcomes.
• Serve as a trusted advisor to executive stakeholders.
• Translate customer conversations, usage patterns, and feedback into actionable product insights.
• Provide structured, data-backed input to influence product, go-to-market, and positioning decisions.
• Identify patterns across customers and recommend scalable improvements.
• Create and refine playbooks, frameworks, and processes for a growing Customer Success team.
• Help define effective practices while operating in ambiguity and contributing to a culture of ownership, speed, and outcomes.

Benefits

• Meaningful early-stage equity grant.
• Medical insurance.
• Dental insurance.
• Vision insurance.
• 401(k).
• Generous paid time off.
• Best-in-class AI, Customer Success, and analytics tools.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed