Senior Customer Success Manager (SaaS)

TL;DR

Senior Customer Success Manager (SaaS): Driving process change and product adoption for Contact Centers with an accent on change management, executive level relationships, and project management. Focus on customer retention, advocating for customer needs, and contributing to the growth of the Customer Success organization.

Location: Remote (US)

Salary: $135,000-$158,000

Company

Observe.AI is transforming customer service with AI agents that speak, think, and act like your best human agents—helping enterprises automate routine customer calls and workflows, support agents in real time, and uncover powerful insights from every interaction.

What you will do

• Drive process change and product adoption through change management, executive level relationships, project management, and training enablement.
• Monitor customer health across the customer journey and take data driven actions to influence the right behavior.
• Conduct Quarterly Business Reviews at an executive level to demonstrate qualitative and quantitative value.
• Champion and own customer retention and partner with Account Managers on upsells.
• Advocate for customer needs and educate them on adopting new features as we continue to enhance the product.
• Collaborate internally and externally to solve pain points for your customer and provide key contributions to help grow and scale our Customer Success organization.

Requirements

• 5+ years of experiencing owning clients in a CSM capacity for a SaaS solution, with proof of value add.
• You can tell us how you uncover your customers business needs, and align usage of your SaaS product to meet those needs.
• Knowledge SaaS business models, customer success methodologies, and customer lifecycle management.
• Strong communication, presentation, and interpersonal skills.
• 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.

Nice to have

• Prior experience with SaaS, technology, and/or high-growth company environments.
• Experience with managing or configuring legal technology tools (e.g., CLM systems, analytics software, e-signature solutions).

Culture & Benefits

• Competitive compensation including equity.
• Excellent medical, dental, and vision insurance options.
• Flexible time off.
• 10 Company holidays + Winter Break and up to 16-weeks of parental leave.
• 401K plan.
• Quarterly Lifestyle Spend.
• Monthly Mobile + Internet Stipend.
• Pre-tax Commuter Benefits.