Customer Success Manager

LiveKit is building the infrastructure layer for the voice-driven era of computing, and they are seeking a Customer Success Manager to drive adoption, satisfaction, and long-term success for their customers. The role involves partnering with Account Executives, supporting customer needs, and building lasting relationships while ensuring customers realize the full value of LiveKit's platform.

Responsibilities:

• Drive adoption and engagement of LiveKit’s platform across assigned customer accounts
• Partner closely with Account Executives, acting as a strategic co-pilot in customer relationships
• Support customer needs and questions, ensuring fast, clear, and empathetic responses
• Qualify new leads and expansion opportunities, surfacing upsell/cross-sell opportunities back to Sales
• Build and maintain trusted relationships with customer stakeholders, from technical users to executives
• Guide new customers through onboarding, enablement, and best practices to ensure early success
• Develop and deliver success plans that align LiveKit’s capabilities to customer goals
• Proactively monitor customer health, usage patterns, and feedback to identify risks and opportunities
• Act as the voice of the customer internally, sharing insights with Product, Engineering, and Marketing
• Contribute to building scalable CS playbooks, processes, and documentation for the team

Requirements:

• 3–6 years of experience in Customer Success, Solutions Engineering, or Account Management at a SaaS, API, or developer tools company
• Strong technical aptitude—you can engage with technical customers and understand their use cases
• Proven ability to drive product adoption and build long-term customer relationships
• Experience partnering with Sales to support renewals, expansions, and pipeline generation
• Excellent communication and relationship-building skills, with comfort interacting at multiple levels (developers, product managers, executives)
• Highly organized, proactive, and empathetic—you're equally comfortable solving tactical issues and driving strategic conversations
• Experience with CRM and customer success tools (e.g., Salesforce, HubSpot, Gainsight) and a data-driven approach to customer health
• Comfortable in a fast-paced, early-stage startup where processes are still being built
• A natural problem-solver who enjoys helping customers succeed and finding opportunities for growth