Observe.AI
Senior Customer Success Manager
Remote-US · Senior · Full-time
Sponsorship not specified$133k-$159kDetected 2 days ago
Agentic AIProject ManagementCustomer SuccessCustomer SupportCommunication
About the role
- 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.
Responsibilities
- Ability to build trusted relationships at all organizational levels.
- We seek to hire, develop, and retain talented people from all backgrounds.
Requirements
- Strong understanding of SaaS business models, customer success methodologies, and customer lifecycle management.
Compensation
- The base salary compensation range targeted for this full-time position is $133,000-$159,000 Range per annum.
- Compensation may vary outside of this range depending on a number of factors, including a 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.
- Market-aligned base pay, performance incentives, and meaningful equity ownership
Company info
- 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 works with 300+ global brands in Financial Services, Insurance, Healthcare and Consumer Services, including brands like DoorDash, Affordable Care, to improve customer satisfaction, boost productivity, and deliver consistent, scalable performance across every customer interaction.
- The Opportunity
- 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 educate 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
- 5-7 years of experiencing 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.
Equal opportunity
- Observe.AI is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce.
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This listing is sourced directly from Observe.AI's careers page and normalized into a canonical job model.