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.