Sr. Customer Success Manager

Senior Customer Success Manager

At Avoma, Customer Success is not about managing accounts – it's about owning customer outcomes at scale. As a Senior Customer Success Manager, you will operate as a strategic partner, systems builder, and AI-enabled operator responsible for ensuring customers achieve measurable business results using Avoma. You will leverage data, automation, and AI to proactively drive adoption, expansion, and retention – while shaping how Customer Success scales as a function. This is a high-impact role for someone who combines deep care for craft with a bias for action – someone who sweats the details, takes pride in their work, and consistently goes the extra step to deliver exceptional outcomes for customers.

What You'll Own (Outcomes & Impact)

1. Drive Measurable Customer Outcomes

• Define, track, and deliver against clear success metrics tied to customer business goals
• Use product usage data, AI insights, and customer signals to proactively identify risks and opportunities
• Ensure customers achieve time-to-value quickly and consistently

2. Scale Success Through AI & Automation

• Design and implement scalable success programs using AI, workflows, and automation
• Reduce manual effort by building playbooks that run themselves
• Leverage tools like Avoma, CRM, and CS platforms to create a data-driven success engine

3. Own the Full Customer Lifecycle

• Lead onboarding, adoption, value realization, renewal, and expansion
• Run high-impact business reviews (QBRs/EBRs) focused on ROI and strategic outcomes – not activity
• Act as a trusted advisor to executive stakeholders

4. Be the Voice of the Customer

• Translate customer conversations, usage patterns, and feedback into actionable product insights
• Influence product, GTM, and positioning using structured, data-backed input
• Identify patterns across customers to inform scalable improvements

5. Build the Future of Customer Success at Avoma

• Create and refine playbooks, frameworks, and processes for a growing CS team
• Operate effectively in ambiguity and help define what "great" looks like
• Contribute to a culture of ownership, speed, and outcomes

How You Work (Mindset & Craft)

You bring a high-effort, high-standards approach to everything you do – not by working more hours, but by working with intention, precision, and care. You have strong attention to detail – you don't miss signals in customer data, conversations, or execution. You take pride in your craft – whether it's a QBR, onboarding experience, or internal playbook, you aim to make it exceptional, not just sufficient. You combine speed with quality – moving fast, but never sloppy. You act like an owner – deeply accountable for customer outcomes, not just tasks.

What Success Looks Like in This Role

Customers achieve clear, measurable ROI with Avoma. High net revenue retention (NRR) driven by expansion and retention. Reduced time-to-value and onboarding friction. Scalable systems that allow you to manage more customers without sacrificing quality. Strong influence on product roadmap and GTM strategy.

What You Bring

Core Experience

• 7-12 years in Customer Success, Account Management, or similar customer-facing roles in SaaS
• Proven track record of driving retention, expansion, and customer outcomes
• Experience working with mid-market and/or enterprise customers
• AI-Native & Data-Driven Mindset
• Comfortable using AI tools, automation, and data to improve efficiency and outcomes
• Experience with CS platforms, CRM (e.g., HubSpot), and analytics tools (e.g., Amplitude)
• Ability to turn data into insights and action
• Builder Mentality
• Thrive in ambiguity and can create structure from scratch
• Experience designing playbooks, processes, and scalable programs
• Bias for action – comfortable rolling up your sleeves to get things done
• Executive Presence & Communication
• Strong ability to engage and influence senior stakeholders
• Skilled at translating product capabilities into business value and ROI
• Clear, structured communicator (written and verbal)

What Sets You Apart

Experience scaling Customer Success in a high-growth, early-stage company

Deep understanding of AI-driven workflows or conversational intelligence tools

Track record of building automation-first or low-touch CS models

Strong customer references that speak to your impact on their business outcomes

Compensation & Benefits

Compensation: $120K–$150K base based on years of experience + 20% variable (OTE: $150K–$187.5K)

Variable tied to NRR, expansion, and customer outcomes – onboarding, transformation projects, etc.

Equity: Meaningful early-stage equity grant

Benefits: Medical, dental, vision, 401(k), and generous PTO

Tools: Best-in-class AI, CS, and analytics stack to amplify your impact

Location: This is an in-office role based in San Jose, CA (5 days/week)

Culture note: We value craft, ownership, and high-quality execution —this is a high-performance team that cares deeply about outcomes, not activity.

About Avoma

Avoma is an AI-powered meeting assistant and conversation and revenue intelligence solution built for customer-facing teams. We automatically capture, summarize, and analyze conversations to unlock insights that drive better decisions, faster execution, and stronger customer relationships. We're a venture-backed, fast-growing startup with 1,000+ paying customers, building at the intersection of AI, productivity, and revenue intelligence.