Senior Customer Success Manager

Bland is building human-like AI phone agents to transform customer communication. The Senior Customer Success Manager will own the post-sales journey, accelerate customer deployments, drive measurable outcomes and ROI, provide technical guidance, manage escalations, and identify expansion opportunities.

Responsibilities:

• Drive Customer Outcomes - You’ll own the post-sales journey end-to-end, ensuring every customer launches quickly, hits quantifiable KPIs, and sees unmistakable ROI from our agents. That means diagnosing blockers before they become problems, pushing customers toward high-value use cases, and turning every deployment into a measurable win for both their business and ours
• Cross-Functional Problem Solving - Partner with forward deployed engineers to troubleshoot issues, accelerate resolutions, and ensure customers stay successful in production
• Proactive Technical Guidance - Educate customers on best practices, new features, and optimization strategies, helping them get more value from Bland with every interaction
• Customer Growth & Expansion - Work closely with customers to uncover new use cases, map expansion opportunities, and translate insights into actionable growth plans
• Executive & Technical Communication - Engage confidently with stakeholders at every level, simplifying complex AI behavior into clear recommendations that drive adoption and outcomes
• High-Ownership, High-Velocity Mindset - Operate with positivity, pace, and accountability in a fast-moving startup environment where speed, precision, and customer obsession matter
• Driver of Customer Outcomes - Help customers achieve measurable business results with the most friendly, helpful, and human-like AI phone agents in the world

Requirements:

• • 5+ Years in Technical Customer-Facing Roles - Experience as a TAM, CSM, Deployment Strategist or similar role owning post-sales success and enterprise customer outcomes
• • API & Integration Exposure - Interpreting logs, querying data with SQL and understanding how systems integrate in production
• • Escalation & Incident Management - Skilled in resolving complex issues, guiding senior stakeholders, and driving clarity during high-pressure situations
• • Strong Communication Skills - Able to simplify technical concepts for executives and dive deep with practitioners
• • High EQ & Customer Advocacy - Builds trust quickly, navigates competing priorities, and proactively guides customers towards best practices through structured touchpoints such as MBR/QBRs
• • Cross-Functional Collaboration - Proven success partnering with Sales, and Engineering, to drive adoption and growth
• • Thrives in Fast-Paced Environments - High-ownership operator who excels in rapid, high-impact cultures
• • Startup experience or early-stage CSM experience
• • Experience with AI/ML, conversational AI, or telephony systems
• • Familiarity with debugging distributed systems, logs, or APIs beyond REST/JSON
• • Background working with voice workflows, call flows, or contact center tech
• • Experience building CSM playbooks or customer onboarding frameworks