Sr. Customer Success Manager

Senior Customer Success ManagerAt 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.What You'll Own (Outcomes & Impact)1. Drive Measurable Customer OutcomesDefine, track, and deliver against clear success metrics tied to customer business goalsUse product usage data, AI insights, and customer signals to proactively identify risks and opportunitiesEnsure customers achieve time-to-value quickly and consistently2. Scale Success Through AI & AutomationDesign and implement scalable success programs using AI, workflows, and automationReduce manual effort by building playbooks that run themselvesLeverage tools like Avoma, CRM, and CS platforms to create a data-driven success engine3. Own the Full Customer LifecycleLead onboarding, adoption, value realization, renewal, and expansionRun high-impact business reviews (QBRs/EBRs) focused on ROI and strategic outcomes – not activityAct as a trusted advisor to executive stakeholders4. Be the Voice of the CustomerTranslate customer conversations, usage patterns, and feedback into actionable product insightsInfluence product, GTM, and positioning using structured, data-backed inputIdentify patterns across customers to inform scalable improvements5. Build the Future of Customer Success at AvomaCreate and refine playbooks, frameworks, and processes for a growing CS teamOperate effectively in ambiguity and help define what "great" looks likeContribute to a culture of ownership, speed, and outcomesHow You Work (Mindset & Craft)You bring a high-effort, high-standards approach to everything you do – not by working more hours, but by working with intention, precision, and care. You have strong attention to detail – you don't miss signals in customer data, conversations, or execution. You take pride in your craft – whether it's a QBR, onboarding experience, or internal playbook, you aim to make it exceptional, not just sufficient. You combine speed with quality – moving fast, but never sloppy. You act like an owner – deeply accountable for customer outcomes, not just tasks.What Success Looks Like in This RoleCustomers achieve clear, measurable ROI with Avoma. High net revenue retention (NRR) driven by expansion and retention. Reduced time-to-value and onboarding friction. Scalable systems that allow you to manage more customers without sacrificing quality. Strong influence on product roadmap and GTM strategy.What You BringCore Experience7-12 years in Customer Success, Account Management, or similar customer-facing roles in SaaSProven track record of driving retention, expansion, and customer outcomesExperience working with mid-market and/or enterprise customersAI-Native & Data-Driven MindsetComfortable using AI tools, automation, and data to improve efficiency and outcomesExperience with CS platforms, CRM (e.g., HubSpot), and analytics tools (e.g., Amplitude)Ability to turn data into insights and actionBuilder MentalityThrive in ambiguity and can create structure from scratchExperience designing playbooks, processes, and scalable programsBias for action – comfortable rolling up your sleeves to get things doneExecutive Presence & CommunicationStrong ability to engage and influence senior stakeholdersSkilled at translating product capabilities into business value and ROIClear, structured communicator (written and verbal)What Sets You ApartExperience scaling Customer Success in a high-growth, early-stage companyDeep understanding of AI-driven workflows or conversational intelligence toolsTrack record of building automation-first or low-touch CS modelsStrong customer references that speak to your impact on their business outcomesCompensation & BenefitsCompensation: $120K–$150K base based on years of experience + 20% variable (OTE: $150K–$187.5K)Variable tied to NRR, expansion, and customer outcomes – onboarding, transformation projects, etc.Equity: Meaningful early-stage equity grantBenefits: Medical, dental, vision, 401(k), and generous PTOTools: Best-in-class AI, CS, and analytics stack to amplify your impactLocation: This is an in-office role based in San Jose, CA (5 days/week)Culture note: We value craft, ownership, and high-quality execution —this is a high-performance team that cares deeply about outcomes, not activity.About AvomaAvoma is an AI-powered meeting assistant and conversation and revenue intelligence solution built for customer-facing teams. We automatically capture, summarize, and analyze conversations to unlock insights that drive better decisions, faster execution, and stronger customer relationships. We're a venture-backed, fast-growing startup with 1,000+ paying customers, building at the intersection of AI, productivity, and revenue intelligence.