Sr. Customer Success Manager

Senior Customer Success Manager

Avoma was founded with the belief that all of us have a love-and-hate relationship with meetings. When meetings are run effectively, people collaborate on great ideas, achieve alignment and ultimately make faster progress on their desired goals. But when meetings are run poorly, valuable time is wasted, information discussed is lost and scattered across multiple tools, desired goals are not achieved, and in the end, people blame each other. The reality is, a majority of meetings are still run very poorly today. We believe that with the right blend of Human Intelligence and advancements in Artificial Intelligence, we can make meetings more productive and get more value from the information discussed in every conversation. Join us in revolutionizing meetings through AI!

As a Senior CSM at Avoma, you will be the strategic partner to our customers, ensuring they maximize the value of Avoma's AI-powered platform. Your role is crucial for managing and growing a portfolio of high-value accounts. You will work closely with C-suite sponsors and decision-makers, ensuring they achieve maximum ROI from Avoma's platform. Your role will be pivotal in shaping long-term customer strategy, driving account expansion, and influencing executive-level relationships to foster deep product adoption and retention.

Your Impact

• Serve as a trusted advisor to USA & EU-based mid-market and enterprise customers.
• Own and drive customer retention, expansion, and adoption strategies.
• Lead Quarterly Business Reviews (QBRs) and strategic customer growth plans.
• Build and nurture C-level relationships to drive deeper engagement.
• Manage a portfolio with ARR ranging from $1.5M to $2M, ensuring high retention and growth.
• Analyze customer data & usage trends to identify upsell/cross-sell opportunities.
• Act as the customer advocate, collaborating with Sales, Product, and Marketing.
• Handle escalations with a data-driven, problem-solving approach.
• Collaborate with the engineering and development team to troubleshoot technical issues raised by customers.
• Partner with Product to enhance feature adoption and influence the roadmap.

What We're Looking For

• 7-8 years of SaaS Customer Success experience (preferably in US-based SaaS companies).
• Proven expertise in customer retention, expansion, and account growth.
• Strong analytical skills – ability to interpret data and drive strategic decisions.
• Excellent spoken & written English with a professional, modern communication style.
• Deep experience working with USA & EU customers – understanding their expectations and business needs.
• Comfortable managing C-suite relationships and driving high-impact discussions.
• A true leader's mindset – takes full ownership, drives results, and thrives in a fast-paced environment.
• Based in Pune – hybrid work model (office hours + remote work in evenings).
• Mentorship experience – ability to guide and develop CSMs.
• Knowledge of Artificial Intelligence technologies and tools.
• The ability to be truly consultative in your approach with customers.
• Familiarity with tools (e.g. Intercom, slack, HubSpot, Salesforce, Mixpanel, Amplitude)

Compensation & Benefits

• Competitive & transparent pay: INR 26,00,000 - 32,00,000 (DOE)
• 15 days of PTO annually on top of company holidays
• Employee Stock Options Program

Our Values

• Transparency: We value transparency as the key to a culture of trust. We strive to be honest in all communication, because we believe that better context leads to better decisions.
• Curiosity: We see curiosity as the root of innovation at Avoma. We perceive what exists, question why, and explore what it could be.
• Gratitude: We believe that intentional gratitude makes our journey joyful. We approach every interaction with optimism, and we express thankfulness to each other, our families, our customers, and investors.