Customer Success Manager

Neara; San Jose (CA); On-site; USD 80,000 - 110,000; Full time

Job summary

Neara is looking for a Customer Success Manager in San Jose, California. In this role, you will lead customer success initiatives and ensure customer outcomes are met. You will work closely with customers, providing onboarding and ongoing support, while also driving engagement and expansion opportunities.

The ideal candidate has over 5 years of experience in customer success or related fields, strong communication skills, and a passion for technology. Join a fast-growing SaaS company dedicated to changing the way meetings are run.

Qualifications

• 5+ years experience in Customer Success, Account Management, or Business Development in a SaaS company.
• Ability to create structure in ambiguous situations.
• Experience using CRM and analytics tools.

Responsibilities

• Understand customer outcomes by communicating and analyzing customer health metrics.
• Drive business outcomes as a consultative advisor.
• Engage with customers to drive renewal and expansion opportunities.
• Serve as the primary contact for onboarding new customers and training.
• Collaborate with engineering to configure the software platform.
• Gauge customer engagement levels and provide feedback.
• Run QBRs to provide insights to customers.
• Act as the main point of contact for enterprise accounts.

Skills

Customer Success

Account Management

Business Development

SaaS tools

Cross-functional collaboration

Communication skills

Education

BS or BA (MBA/Master preferred)

Tools

CRM (e.g., HubSpot)

Analytics tools (e.g., Mixpanel)

Job description

Summary

As a Customer Success Manager, you will lead customer success initiatives, keep the company focused on customer outcomes and play a central role in directing the future of the product.

You will understand customer outcomes through ongoing collection and analysis of data and feedback and turn this into onboarding and retention strategies as well as feed into the product roadmap. You will be involved in all aspects of account management, demonstrating the product, educating customers and more.

We are still a small team and looking for people that not only love building customer relationships but that can also roll up their sleeves and help to build out our process and playbooks. You will have many opportunities to add impact to the business and will join a collaborative team who is ready to change the way the world runs meetings.

What you will be doing in the role (Responsibilities)

• Understand customer outcomes by communicating with customers, analyzing customer health metrics, running NPS and gathering other feedback
• Drive business outcomes by working as a consultative advisor to our customers
• Represent the voice of the customer to provide input into every core product, marketing and sales process
• Engage with customers to drive renewal and expansion opportunities
• Serve as the primary contact for onboarding of new customers, the training of platform end users, as well as post go‑live adoption and value creation
• Collaborate with engineering and development teams to set up or configure our software platform as per customers’ requirements and troubleshoot technical issues raised by customers
• Gauge customers’ levels of engagement with the company and provide feedback to the other teams regarding product and service improvements
• Run QBRs to provide insights and best practices to customers to ensure they get the most value out of the platform
• Act as the main point of contact between the company and a number of named enterprise accounts

What you need to be successful in the role (Qualifications)

• BS or BA (MBA/Master would be bonus)
• 5+ years of experience in Customer Success, Account Management, Business Development, or another client‑facing role in a SaaS or software company.
• Ability to create structure in ambiguous situations and design effective processes.
• A curious mindset with the ability to dive into deep discovery conversations.
• Impressive executive presence and communication abilities.
• Experience using SaaS tools like CRM (e.g., HubSpot) and analytics tools (e.g., Mixpanel).
• Experience working with cross‑functional teams (e.g., Sales, Product, Marketing, Services).
• Passion for technology and for being a part of a fast‑growing SaaS company.
• Positive attitude and proactive work ethic.
• Bias for action with a sense of urgency and persistence.
• A self‑motivator, creative, results‑driven and solution oriented.
• Organized and strong time‑management skills.

Preferred Qualifications

• Strong references from previous customers and employers.
• Highly consultative and curious.
• Knowledge of Artificial Intelligence technologies and tools.

About Avoma

Avoma is an intelligent meeting assistant for teams looking to automate some of the common tasks required for customer‑focused meetings. We leverage NLP and machine learning to summarize meeting notes and extract key topics and action items discussed. All of this data automatically syncs back into their CRM. This helps to save end users time and focus on what matters most, their customer interactions.

We are a venture‑funded early‑stage startup, have 1000+ paid customers, and are growing consistently month over month.