[Remote] Customer Success Manager

Convoso is a leading AI-powered contact center platform focused on driving customer growth for revenue teams. The Customer Success Manager will empower customers to succeed and thrive by partnering with them to achieve business goals, driving retention and expansion, and delivering strategic guidance.

Responsibilities:

• Own customer outcomes: Partner with customers to define, track, and achieve business goals that demonstrate ongoing value from Convoso
• Drive retention and expansion: Proactively identify growth opportunities, engage executive stakeholders, and lead renewal strategies across your portfolio
• Deliver strategic guidance: Apply deep knowledge of contact center best practices to help customers optimize performance and execution
• Engage across the lifecycle: Lead all post-implementation activities through a blend of high-touch engagement, digital communication, and scalable programs
• Build strong relationships: Develop trusted partnerships with key stakeholders, from end users to executive sponsors
• Mitigate risk early: Identify potential challenges and take action to ensure customer health and satisfaction
• Advocate for customers: Serve as the voice of the customer internally, contributing to product feedback and continuous improvement
• Collaborate cross-functionally: Partner closely with Sales, Support, Technical Account Managers, and Implementation teams to deliver a seamless customer experience
• Create impactful deliverables: Develop presentations, strategic recommendations, and business reviews tailored to diverse audiences
• Represent Convoso: Act as a thought leader in customer interactions, industry events, and internal initiatives

Requirements:

• 5+ years of Customer Success experience in a SaaS environment (Contact center, telephony, or performance marketing experience strongly preferred)
• Strong familiarity with CRM/CS platforms such as Vitally, Totango, or Gainsight
• Proven ability to manage a book of business and drive retention and expansion
• Exceptional organizational, analytical, and problem-solving skills
• Ability to manage multiple priorities in a fast-paced, high-growth environment
• Strong communication and presentation skills with customer-facing experience
• A proactive, self-driven mindset with a focus on outcomes
• Ability to build trust and collaborate effectively across teams
• Skilled at navigating customer challenges with professionalism and resilience
• Proficiency in tools such as Excel, Google Workspace, Confluence, Zendesk, etc
• Willingness to travel occasionally (approximately 1–2 times per quarter)