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.
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
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
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
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
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
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
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
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
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
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
Strong ability to engage and influence senior stakeholders
Skilled at translating product capabilities into business value and ROI
Clear, structured communicator (written and verbal)
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: $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.
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.
Job details are sourced from the employer's original posting.
Open job postingAbout the company
Avoma is a conversation intelligence platform that helps revenue teams improve their sales calls.