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)

• Drive Measurable Customer Outcomes
• Scale Success Through AI & Automation
• Own the Full Customer Lifecycle
• Be the Voice of the Customer
• Build the Future of Customer Success at Avoma

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
• 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 (4 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 1,200+ paying customers, building at the intersection of AI, productivity, and revenue intelligence.