Senior Customer Success Manager

🕒 May 14

🇺🇸 United States – Remote

💵 $135k - $158k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

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Observe.AI

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2017

🤖 Artificial Intelligence

🏢 Enterprise

☁️ SaaS

Artificial Intelligence • Enterprise • SaaS

Observe. AI is an enterprise-grade AI platform focused on conversation intelligence for contact centers. It provides a comprehensive suite of AI-powered solutions, including real-time agent assistance, voice AI for automating complex customer interactions, post-interaction quality assurance (QA), and business analytics. The company's platform empowers contact centers to evaluate customer interactions fully, support agents with real-time guidance, improve customer satisfaction, and boost operational efficiency, all while ensuring compliance. Observe. AI caters to various industries, such as banking, financial services, and healthcare insurance, enhancing sales performance, customer experience, and compliance monitoring.

📋 Description

• Driving process change and product adoption through change management, executive level relationships, project management, and training enablement • Monitoring customer health across the customer journey and taking data driven actions to influence the right behavior • Conducting Quarterly Business Reviews at an executive level to demonstrate qualitative and quantitative value • Championing and owning customer retention and partnering with Account Managers on upsells • Advocating for customer needs and educate them on adopting new features as we continue to enhance the product • Confidently working in an ambiguous environment -- we are a fast moving startup! • Collaborating internally and externally to solve pain points for your customer • Providing key contributions to help grow and scale our Customer Success organization

🎯 Requirements

• 5-7 years of experiencing owning clients in a CSM capacity for a SaaS solution, with proof of value add • Proven track record of managing enterprise-level or strategic customer accounts. • You can tell us how you uncover your customers business needs, and align usage of your SaaS product to meet those needs • Strong understanding of SaaS business models, customer success methodologies, and customer lifecycle management. • Ability to build trusted relationships at all organizational levels. • Excellent communication, presentation, and interpersonal skills. • Proactive problem-solver with strong organizational and project management skills. • Data-driven, process oriented individual who can point to ways you’ve up-leveled the product / process and people in your professional experience past • Ability to thrive in a fast-paced, dynamic environment.

🏖️ Benefits

• Competitive compensation including equity: Market-aligned base pay, performance incentives, and meaningful equity ownership • Excellent medical, dental, and vision insurance options: Comprehensive medical, dental and vision benefits for employees and eligible dependents • Flexible Paid Time Off: Our unlimited, flexible PTO policy empowers you to take the time you need to recharge, maintain balance, and perform at your best. • Additional Time to Recharge: 10 company holidays, an annual company-wide Winter Break, and paid parental leave to fully support life outside of work. • 401(k) plan: Long-term financial planning support with tax-advantaged retirement savings • Quarterly Lifestyle Spending Account: Flexible quarterly stipend to support wellness, learning and professional development, and personal growth • Monthly Mobile + Internet Stipend: Support for remote and hybrid work connectivity needs • Pre-tax Commuter Benefits: Tax-efficient transit and commuting support for hybrid and in-office employees • Autonomy and Agency: Play a meaningful role in scaling a category-defining GenAI platform transforming the future of customer experience.