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

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 (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.