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.