Observe.AIRemote
Senior Customer Success Manager
United States of America
Full Time
3 days ago
$135,000 - $158,000 USD
Visa Sponsor
Key skills
Customer Success ManagementSaaS solutionsEnterprise account managementCustomer lifecycle managementCustomer success methodologiesData-driven decision makingProactive problem solvingbuild trusted relationshipsProject managementthrive in a fast-paced environmentAISaaSProject ManagementChange ManagementCommunicationCustomer Success
About this role
Observe.AI is the enterprise-grade Customer Experience AI platform that unifies conversations, intelligence, and action to turn contact centers into performance engines. They are seeking a Senior Customer Success Manager to lead adoption and value realization across strategic enterprise accounts, transforming how organizations operate by deploying AI agents and conversational intelligence.
Responsibilities:
- Driving process change and product adoption through change management, executive level relationships, project management, and training enablement
- Monitoring customer health across the customer journey and taking data driven actions to influence the right behavior
- Conducting Quarterly Business Reviews at an executive level to demonstrate qualitative and quantitative value
- Championing and owning customer retention and partnering with Account Managers on upsells
- Advocating for customer needs and educate them on adopting new features as we continue to enhance the product
- Confidently working in an ambiguous environment -- we are a fast moving startup!
- Collaborating internally and externally to solve pain points for your customer
- Providing key contributions to help grow and scale our Customer Success organization
Requirements:
- 5-7 years of experiencing owning clients in a CSM capacity for a SaaS solution, with proof of value add
- Proven track record of managing enterprise-level or strategic customer accounts
- You can tell us how you uncover your customers business needs, and align usage of your SaaS product to meet those needs
- Strong understanding of SaaS business models, customer success methodologies, and customer lifecycle management
- Ability to build trusted relationships at all organizational levels
- Excellent communication, presentation, and interpersonal skills
- Proactive problem-solver with strong organizational and project management skills
- Data-driven, process oriented individual who can point to ways you've up-leveled the product / process and people in your professional experience past
- Ability to thrive in a fast-paced, dynamic environment