Senior Customer Success Manager

Observe.AI; United States; On-site; USD 135,000 - 158,000; Full time

Benefits offered by this job

Equity ownership

Medical, dental, and vision insurance

Unlimited Paid Time Off

401(k) plan

Monthly Mobile + Internet Stipend

Pre-tax Commuter Benefits

Job summary

Observe.AI is seeking a Senior Customer Success Manager to drive adoption and maintain long-term partnerships with enterprise accounts. You will work closely with senior contact center leaders, advocate for customer needs, and ensure that Observe.AI's platform becomes integral to their operations. Candidates should have 5-7 years in customer success management with a SaaS solution and a proven record in managing large accounts. The role offers competitive compensation, comprehensive benefits, and a commitment to inclusion.

Qualifications

• 5-7 years of experience in Customer Success Management for a SaaS solution.
• Proven track record of managing enterprise-level customer accounts.
• Strong understanding of SaaS business models and customer lifecycle management.

Responsibilities

• Drive process change and product adoption through change management.
• Monitor customer health across the customer journey.
• Conduct Quarterly Business Reviews at an executive level.

Skills

Customer Success Management

Enterprise account management

Project management

Data-driven decision making

Communication skills

Job description

About Us

Observe.AI is the AI Agents platform for customer experience, designed to help organizations deliver faster, smarter, and more efficient customer service at scale. The platform enables businesses to deploy specialized AI agents that autonomously execute work across the full CX lifecycle—from handling customer conversations to supporting frontline teams and optimizing operations.

Each AI agent is purpose-built for a specific role, equipped to understand context, make decisions, take action, and continuously improve outcomes. This allows organizations to increase resolution speed, elevate service quality, and reduce operational costs while empowering your frontline team to focus on higher-value work.

Built on a CX-native foundation, Observe.AI helps leading brands like DoorDash, Affordable Care, Signify Health, and Verida improve customer satisfaction, boost agent productivity, and deliver consistent, scalable performance across every customer interaction.

Why Join Us

We are seeking a Senior Customer Success Manager to lead adoption, value realization, and long-term partnership across a portfolio of strategic enterprise accounts. In this role, you will partner with senior contact center leaders and executive stakeholders to transform how organizations operate by deploying AI agents, copilots, and conversational intelligence that drive sustained, measurable business impact.

As a trusted strategic advisor, you will guide customers through complex change, accelerate time-to-value, and ensure Observe.AI becomes embedded in their operating model. You will also play a critical role in shaping how Customer Success scales at Observe.AI by defining best practices, influencing platform adoption strategies, and helping build the foundation for enterprise-grade success in a fast-growing AI company.

What You’ll Be Doing

• Driving process change and product adoption through change management, executive level relationships, project management, and training enablement
• Monitoring customer health across the customer journey and taking data driven actions to influence the right behavior
• Conducting Quarterly Business Reviews at an executive level to demonstrate qualitative and quantitative value
• Championing and owning customer retention and partnering with Account Managers on upsells
• Advocating for customer needs and educating them on adopting new features as we continue to enhance the product
• Confidently working in an ambiguous environment – we are a fast moving startup!
• Collaborating internally and externally to solve pain points for your customer
• Providing key contributions to help grow and scale our Customer Success organization

What You Bring To The Role

• 5-7 years of experience owning clients in a CSM capacity for a SaaS solution, with proof of value add
• Proven track record of managing enterprise-level or strategic customer accounts
• You can tell us how you uncover your customers business needs, and align usage of your SaaS product to meet those needs
• Strong understanding of SaaS business models, customer success methodologies, and customer lifecycle management
• Ability to build trusted relationships at all organizational levels
• Excellent communication, presentation, and interpersonal skills
• Proactive problem-solver with strong organizational and project management skills
• Data-driven, process oriented individual who can point to ways you’ve up‑leveled the product, process and people in your professional experience past
• Ability to thrive in a fast‑paced, dynamic environment

Why You’ll Love It Here

• Competitive compensation including equity: Market‑aligned base pay, performance incentives, and meaningful equity ownership
• Excellent medical, dental, and vision insurance options: Comprehensive medical, dental and vision benefits for employees and eligible dependents
• Flexible Paid Time Off: An unlimited, flexible PTO policy empowers you to take the time you need to recharge, maintain balance, and perform at your best
• Additional Time to Recharge: 10 company holidays, an annual company‑wide Winter Break, and paid parental leave to fully support life outside of work
• 401(k) plan: Long‑term financial planning support with tax‑advantaged retirement savings
• Quarterly Lifestyle Spending Account: Flexible quarterly stipend to support wellness, learning and professional development, and personal growth
• Monthly Mobile + Internet Stipend: Support for remote and hybrid work connectivity needs
• Pre‑tax Commuter Benefits: Tax‑efficient transit and commuting support for hybrid and in‑office employees
• Autonomy and Agency: Play a meaningful role in scaling a category‑defining GenAI platform transforming the future of customer experience

Salary Range

Base salary compensation range targeted for this full‑time position is $135,000-$158,000 per annum. Compensation may vary outside of this range depending on factors such as the candidate’s qualifications, skills, competencies and experience. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives and equity (in the form of options). This salary range is an estimate, and the actual salary may vary based on the Company’s compensation practices.

Our Commitment to Inclusion and Belonging

Observe.AI is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Observe AI does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age, military or veteran status or any other basis protected by applicable local, state or federal laws or prohibited by Company policy. Observe.AI also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.

We welcome all people. We celebrate diversity of all kinds and are committed to creating an inclusive culture built on a foundation of respect for all individuals. We seek to hire, develop and retain talented people from all backgrounds. Individuals from non‑traditional backgrounds, historically marginalized or underrepresented groups are strongly encouraged to apply.

If you are ambitious, make an impact wherever you go, and you’re ready to shape the future of Observe.AI, we encourage you to apply. For more information, visit www.observe.ai.