Senior Customer Success Manager in United States at Jobgether
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Job Description
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Customer Success Manager based in the United States.
This is a high-impact customer-facing role focused on driving long-term success and measurable business value for enterprise customers leveraging advanced AI-powered customer experience solutions. You will act as a trusted advisor to senior stakeholders, helping organizations unlock the full potential of conversational and generative AI technologies within their customer service operations. The role blends strategic account management, technical fluency, and consultative problem-solving in a fast-paced, global SaaS environment. You will be responsible for ensuring adoption, retention, and expansion across a portfolio of enterprise clients while shaping best practices for AI-driven customer engagement. Working closely with sales, product, and technical teams, you will translate complex capabilities into clear business outcomes. This is a role for someone who thrives in executive conversations, enjoys solving complex customer challenges, and is passionate about AI transforming customer experience at scale.
- Own and manage a portfolio of enterprise customers, ensuring successful onboarding, adoption, retention, and expansion of AI-driven customer experience solutions.
- Act as a strategic advisor to senior customer stakeholders, guiding them on how to maximize business value and ROI from conversational AI and CCaaS platforms.
- Lead structured discovery sessions to understand customer goals, define success metrics, and align solutions with business outcomes.
- Conduct executive business reviews, presenting performance insights, value realization, and strategic recommendations to drive long-term partnerships.
- Identify expansion opportunities and support renewal and upsell motions in close collaboration with sales teams.
- Partner cross-functionally with product, engineering, and implementation teams to ensure smooth delivery and continuous improvement of customer solutions.
- Develop and execute customer success plans focused on adoption, engagement, and measurable impact.
- Advocate for customers internally by sharing feedback, influencing product direction, and improving overall customer experience.
- 5+ years of experience in Customer Success, Account Management, or similar roles within the SaaS industry.
- Strong experience working with CCaaS, conversational AI, or AI-driven customer engagement platforms (required).
- Proven track record of driving customer retention, expansion, and measurable business outcomes.
- Strong understanding of enterprise SaaS business models and customer lifecycle management.
- Ability to engage confidently with executive-level stakeholders and communicate complex solutions clearly and persuasively.
- Strong analytical skills with experience using CRM and customer success tools to track performance and identify opportunities.
- Structured, data-driven approach to problem-solving and customer strategy development.
- Excellent interpersonal and relationship-building skills with a strong customer-first mindset.
- Ability to work collaboratively across technical and non-technical teams in a fast-paced environment.
- Willingness to travel up to 20% within the United States.
- Genuine interest in AI technologies and their application in improving customer experience outcomes.
- Competitive compensation package aligned with experience
- Equity participation in a global, high-growth technology company
- Remote-first flexibility across the United States
- Comprehensive health, dental, and vision insurance coverage
- Opportunities for internal career mobility across multiple teams and functions
- Annual professional development and learning opportunities
- Exposure to cutting-edge AI technologies shaping the future of customer experience
- Collaborative, innovation-driven work environment with strong career growth potential.