Senior Customer Success Manager (AI)

TL;DR

Senior Customer Success Manager (AI/SaaS): Leading adoption, value realization, and long-term partnerships for strategic enterprise accounts with an accent on deploying AI agents and conversational intelligence. Focus on driving process change, monitoring customer health, and ensuring the platform is deeply embedded in the customer's operating model.

Location: Remote (Must be based in the US)

Salary: $133,000–$159,000 per annum

Company

ObserveAI is an AI Agents platform for customer experience, designed to help organizations deliver faster and more efficient customer service at scale.

What you will do

• Drive product adoption and process change through change management, executive relationship building, and training enablement.
• Monitor customer health throughout the journey and implement data-driven actions to influence behavior.
• Conduct executive-level Quarterly Business Reviews (QBRs) to demonstrate qualitative and quantitative value.
• Own customer retention and partner with Account Managers to identify and drive upsell opportunities.
• Advocate for customer needs and guide them in adopting new product features.
• Contribute to the growth and scaling of the Customer Success organization within a fast-paced startup environment.

Requirements

• 5-7 years of experience as a CSM for a SaaS solution with a proven track record of delivering value.
• Experience managing enterprise-level or strategic customer accounts.
• Strong proficiency in SaaS business models, customer success methodologies, and lifecycle management.
• Ability to build trusted relationships with senior contact center leaders and executive stakeholders.
• Excellent communication, presentation, and project management skills.
• Must be based in the United States

Culture & Benefits

• Competitive base pay, performance incentives, and meaningful equity ownership.
• Comprehensive medical, dental, and vision insurance for employees and dependents.
• Unlimited flexible PTO, 10 company holidays, and an annual company-wide Winter Break.
• 401(k) retirement plan for long-term financial planning.
• Quarterly Lifestyle Spending Account for wellness, learning, and professional development.
• Monthly mobile and internet stipends to support remote work connectivity.