Otterai
Senior Manager, Customer Success
San Francisco, CA · Senior
Sponsorship not specified$195k-$231kDetected 7 days ago
AccessibilityAccount ManagementCustomer SuccessCadenceLeadership
About the role
- The ideal candidate has experience managing the full customer lifecycle - from implementation and adoption through renewals and expansion - and a proven track record of driving retention, growth, product adoption, and time-to-value at enterprise scale.
Responsibilities
- Lead and coach a team of CSMs and Technical Delivery Managers, driving performance across TTV, GRR, and NDR while effectively aligning internal teams and customer stakeholders to deliver outcomes
- Lead strategy and execution across complex, multi-stakeholder enterprise accounts, managing executive relationships and driving outcomes at scale
- Drive retention and renewal performance, improving GRR, NDR, and forecast accuracy through proactive risk management
- Partner closely with Sales, Product, and Engineering to align on account strategy, influence decisions, and represent the voice of the customer
Requirements
- 5+ years managing CS or Account Management teams in SaaS environments
- Proven track record driving GRR, NDR, expansion and adoption in enterprise environments
- Experience working on account strategy and mapping
- Strong understanding of TTV, lifecycle strategy, and retention dynamics
- Proven cross-functional leadership across Sales, Product, and Engineering
Nice to have
- Experience with AI products or workflows preferred
Skills
- Otter.ai is looking for a high-impact Sr.
- This position is based in the San Francisco Bay Area and follows a hybrid schedule, with three days per week in office.
Compensation
- OTE range: $195,000 - 231,000 USD per year.
- This salary range represents the low and high end of the estimated salary range for this position.
- The actual base salary offered for the role is dependent on several factors.
- Our base salary is just one component of a comprehensive total rewards package.
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This listing is sourced directly from Otterai's careers page and normalized into a canonical job model.