Tavus
Senior Customer Success Manager
San Francisco · Senior
Sponsorship not specifiedDetected 1 day ago
SalesAccount ManagementNegotiationCustomer SuccessCadenceCommunication
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odds of building a lasting career here
34Risky
Cap-exempt (no lottery)0
Sponsors this role68
Entry-level history0
PERM / green-card track0
Lottery odds40
Fits your clock70
Thin sponsorship signal and lottery-bound. A low-probability bet with your clock running. Prioritize cap-exempt roles and proven entry-level sponsors first.
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from this employer's Department of Labor filings
Files H-1B transfers
1 transfer filing in the last year, covering 1 worker. Median labor-condition decision: 7 days. An employer that already files transfers is one that can take over an existing H-1B.
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About the role
- Getting from a signed contract to a successful deployment takes more than access to the platform.
- This is a hands-on individual contributor role with meaningful independence.
- Your portfolio will include ongoing implementations and established customers between renewal cycles.
Responsibilities
- Own your portfolio. Build relationships with the people using, implementing, and buying Tavus. Understand their business objectives, success criteria, decision process, and reasons to renew.
- Drive adoption and customer value.
- Coordinate technical work. Give Customer Engineering, Support, Product, and Engineering useful context: what the customer is experiencing, what they have tried, what is blocked, and why it matters. Track the work through a verified answer or agreed next step.
- Understand renewal intent early, maintain an evidence-based forecast, develop a recommendation, and coordinate the process through a decision.
- Partner with the Customer Lead and Sales on negotiation and commercial approvals.
- Maintain an actionable account record. Keep the business objective, implementation status, usage, sponsor, risks, commitments, and next decision current. Distinguish progress from completion and customer interest from an agreed commitment.
- You own the relationship, account plan, customer communication, and commercial readiness of your assigned portfolio. You are responsible for keeping work moving across teams and making unresolved decisions visible.
- Own your portfolio.
Requirements
- Experience with APIs, AI, infrastructure, developer tools, or another technical product where customer implementation materially affects success.
- The ability to enter an account with incomplete information, ask focused questions, and establish a coherent plan.
- Commercial judgment: you can connect product performance, usage, customer economics, sponsorship, and business value to retention and expansion.
- Evidence that you can prioritize competing demands, challenge an ineffective proposed solution, and set realistic expectations while maintaining trust.
- Comfort improving processes while using them.
- You can establish useful structure without waiting for a finished playbook.
- You can explain what the customer wants to achieve, what is blocked, what has been promised, and what happens next.
- Experience independently managing a portfolio of B2B customers through implementation, adoption, and renewal.
- Strong follow-through across several accounts and internal teams. You keep commitments visible and recognize when a stalled next step requires a decision.
- Clear writing and sound judgment in difficult customer conversations. You communicate uncertainty honestly, bring bad news early, and adapt the detail to your audience.
- Enough technical fluency to understand an integration, gather useful evidence, and work credibly with engineers. Production software development is not a requirement.
- Comfort improving processes while using them. You can establish useful structure without waiting for a finished playbook.
- We care about demonstrated ownership and judgment across these responsibilities. Relevant experience may come from Customer Success, technical account management, implementation, or another customer-facing role with substantial account responsibility.
- In your first 30 days, you understand your initial portfolio, meet the key customer and internal stakeholders, and establish the current state of each account. You can explain what the customer wants to achieve, what is blocked, what has been promised, and what happens next. You and the Customer Lead agree on the account handoff, priorities, and escalation boundaries.
- By 60 days, you independently run the customer cadence for your assigned accounts. Customers know who owns their relationship and when to expect updates. Active implementations have a shared plan, material risks are visible, and upcoming renewals have a clear recommendation and next steps.
- By 90 days, the agreed portfolio has transferred to you:
Company info
- For new customers, work with Sales and Customer Engineering to carry the buying context and agreed scope into onboarding.
- For existing customers, reconstruct missing context and reset the plan where needed. - Run dependable customer communication.
- Tavus customers are building products and experiences with conversational AI.
- Customers need clear priorities, a workable implementation plan, and a partner who understands what they are trying to accomplish.
- You will report to our Customer Lead and take ownership of an existing portfolio of customers, helping them move through implementation, adoption, and renewal.
- For existing customers, reconstruct missing context and reset the plan where needed.
- Run dependable customer communication. Acknowledge requests, clarify their impact, secure the right internal owner, and set the next update. Keep customers informed when answers or delivery dates change, without requiring them to chase.
Visa & Work Authorization
- Determine whether the constraint is product quality, implementation, customer capacity, sponsorship, or fit, and coordinate a practical intervention.
This listing is sourced directly from Tavus's careers page and normalized into a canonical job model.