Senior Customer Success Manager

About Us 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 We are seeking a Senior Customer Success Manager to lead adoption, value realization, and long-term partnership across a portfolio of strategic enterprise accounts. In this role, you will partner with senior contact center leaders and executive stakeholders to transform how organizations operate by deploying AI agents, copilots, and conversational intelligence that drive sustained, measurable business impact. 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. You will also play a critical role in shaping how Customer Success scales at Observe.AI by defining best practices, influencing platform adoption strategies, and helping build the foundation for enterprise-grade success in a fast-growing AI company. What you’ll be doing 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 What you bring to the role 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. You can tell us how you uncover your customers business needs, and align usage of your SaaS product to meet those needs Strong understanding of SaaS business models, customer success methodologies, and customer lifecycle management. Ability to build trusted relationships at all organizational levels. Excellent communication, presentation, and interpersonal skills. Proactive problem-solver with strong organizational and project management skills. Data-driven, process oriented individual who can point to ways you’ve up-leveled the product / process and people in your professional experience past Ability to thrive in a fast-paced, dynamic environment. Why You’ll Love It Here Competitive compensation including equity : Market-aligned base pay, performance incentives, and meaningful equity ownership Excellent medical, dental, and vision insurance options : Comprehensive medical, dental and vision benefits for employees and eligible dependents Flexible Paid Time Off : Our unlimited, flexible PTO policy empowers you to take the time you need to r