Senior Customer Success Manager

Observe.AI is the AI Agents platform for customer experience, designed to help organizations deliver faster, smarter, and more efficient customer service at scale. The Senior Customer Success Manager will lead adoption and value realization across a portfolio of strategic enterprise accounts, partnering with senior leaders to transform operations through AI solutions.

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