Sr. Customer Success Manager

Avoma · San Jose, CA · 3 mo ago

On-siteCustomer Service$120k–$150k/yrFull-time

About the role

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.

Responsibilities

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
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
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
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
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

Requirements

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
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
Thriving 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
Strong ability to engage and influence senior stakeholders
Skilled at translating product capabilities into business value and ROI
Clear, structured communicator (written and verbal)
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

Qualifications

Clear, structured communicator (written and verbal)
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

Skills

Clear, structured communicator (written and verbal)
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

Benefits

Medical
Dental
Vision
401(k)
Generous PTO

Pay

$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.

Schedule

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.