Senior Customer Success Manager (AI)

TL;DR

Senior Customer Success Manager (AI): Leading adoption, value realization, and long-term partnership strategies for enterprise accounts with an accent on AI agent deployment and conversational intelligence. Focus on driving process change, managing executive-level relationships, and scaling customer success foundations within a fast-growing AI company.

Location: Remote (US only)

Salary: $135,000–$158,000

Company

Observe.AI is an AI Agents platform for customer experience, helping global brands deliver smarter and more efficient service at scale.

What you will do

• Drive product adoption and process change through executive-level relationship management and training enablement.
• Monitor customer health across the lifecycle and execute data-driven strategies to influence positive outcomes.
• Conduct executive-level Quarterly Business Reviews to demonstrate measurable business impact.
• Own customer retention and partner with Account Managers to identify and drive upsell opportunities.
• Advocate for customer needs and educate stakeholders on new platform features.
• Contribute to scaling the Customer Success organization by defining best practices and operational foundations.

Requirements

• 5-7 years of experience in a CSM capacity for a SaaS solution.
• Proven track record of managing enterprise-level or strategic customer accounts.
• Strong understanding of SaaS business models, customer success methodologies, and lifecycle management.
• Ability to build trusted relationships at all organizational levels.
• Proactive problem-solving skills with a data-driven, process-oriented mindset.
• Must be based in the United States.

Culture & Benefits

• Competitive compensation including performance incentives and equity ownership.
• Comprehensive medical, dental, and vision insurance for employees and dependents.
• Unlimited, flexible Paid Time Off policy plus 10 company holidays and winter break.
• 401(k) retirement plan with tax-advantaged savings.
• Quarterly lifestyle spending account for wellness and professional development.
• Monthly mobile and internet stipend for remote work connectivity.