Sr. Customer Success Manager - US

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. 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)

1. Drive Measurable Customer Outcomes

• 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

2. Scale Success Through AI & Automation

• 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

3. Own the Full Customer Lifecycle

• 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

4. Be the Voice of the Customer

• 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

5. Build the Future of Customer Success at Avoma

• 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

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

• 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

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 (5 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.