Sr. Customer Success Manager

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

1. 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

1. 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

1. 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

1. 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 (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.