Customer Success Manager

Customer Success Manager Job type: Full Time · Department: Customer Success · Work type: Hybrid Palo Alto, California, United States Summary As a Customer Success Manager, you will lead customer success initiatives, keep the company focused on customer outcomes and play a central role in directing the future of the product. You will understand customer outcomes through ongoing collection and analysis of data and feedback, and turn this into onboarding and retention strategies as well as feed into the product roadmap. You will be involved in all aspects of account management, demonstrating the product, educating customers and more. We are still a small team and looking for people that not only love building customer relationships but also can roll up their sleeves and help to build out our process and playbooks. You will have many opportunities to add impact to the business and will join a collaborative team who is ready to change the way the world runs meetings. What you will be doing in the role (Responsibilities) Understand customer outcomes by communicating with customers, analyzing customer health metrics, running NPS surveys, and gathering other feedback. Drive business outcomes by working as a consultative advisor to our customers. Represent the voice of the customer to provide input into every core product, marketing, and sales process. Engage with customers to drive renewal and expansion opportunities. Serve as the primary contact for onboarding new customers, training platform end‑users, and supporting post go‑live adoption and value creation. Collaborate with the engineering and development teams to set up or configure the software platform as per customers’ requirements and troubleshoot technical issues raised by customers. Gauge customers’ levels of engagement with the company and provide feedback to other teams regarding product and service improvements. Run QBRs to provide insights and best practices to customers, ensuring they get the most value from the platform. Act as the main point of contact between the company and a number of named enterprise accounts. Requirements (Qualifications) BS or BA (MBA/Master’s degree would be a bonus). 5+ years of experience in Customer Success, Account Management, Business Development, or another client‑facing role in a SaaS or software company. Ability to create structure in ambiguous situations and design effective processes. A curious mindset with the ability to dive into deep discovery conversations. Impressive executive presence and communication abilities. Experience using SaaS tools like CRM (e.g., HubSpot) and analytics tools (e.g., Mixpanel). Experience working with cross‑functional teams (e.g., Sales, Product, Marketing, Services). Passion for technology and for being part of a fast‑growing SaaS company. Positive attitude and proactive work ethic. Bias for action with a sense of urgency and persistence. A self‑motivator, creative, results‑driven, and solution oriented. Organized and strong time‑management skills. Preferred Qualifications Strong references from previous customers and employers. Highly consultative and curious. Knowledge of artificial intelligence technologies and tools. About Avoma Avoma is an intelligent meeting assistant for teams looking to automate common tasks required for customer‑focused meetings. We leverage NLP and machine learning to summarize meeting notes and extract key topics and action items discussed, automatically syncing this data back into the CRM. This helps end users save time and focus on what matters most—customer interactions. We are a venture‑funded early‑stage startup, have 1000+ paid customers, and are growing consistently month over month. #J-18808-Ljbffr