Senior Manager of Customer Success, Otter.ai
$195-231k
OTE
AI notetaker, transcription & insights
Open for applications
AI notetaker, transcription & insights
201-500 employees
Open for applications
$195-231k
OTE
201-500 employees
Company mission
To create smarter tools that free people up to do their best work.
Role
Who you are
- Otter.ai is looking for a high-impact Sr. Manager, Customer Success to support our growing CS organization and enterprise motion
- This is a strategic leadership role for someone who thrives in fast-paced SaaS environments, has a strong understanding of AI-powered products and emerging technologies, and knows how to build and scale Enterprise Customer Success programs
- 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
- They are equally comfortable partnering with technical stakeholders and executive leaders to deliver measurable customer outcomes
- 5+ years managing CS/AM teams in SaaS
- 8+ years in Customer Success, Account Management, or post-sales roles
- 5+ years quota carrying
- 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
- Highly data-driven with strong operational and strategic judgment
- Proven cross-functional leadership across Sales, Product, and Engineering
- Experience with AI products or workflows preferred
What the job involves
- 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
- Operationalize scalable lifecycle processes and operating cadence to improve time to value and consistency across the customer base
- Partner closely with Sales, Product, and Engineering to align on account strategy, influence decisions, and represent the voice of the customer
- Leverage AI-driven insights and workflows to improve customer engagement, identify risk earlier, and scale team productivity
- Bring technical depth to onboarding and integrations, ensuring strong execution across deployments, workflows, and enterprise environments
Our take
Otter specifically thought of business professionals who are running from one meeting to the next, while juggling multiple projects with various teams. The company's technology integrates with platforms like Zoom, providing a way to record meetings and convert speech to text in real-time. It then streamlines communications for smarter, more collaborative, and more productive meetings—the first use of conversational AI to turn meetings into an actionable workflow.
This allows people to benefit from captioning, as well as teams to have a written record of the conversation, which can be edited and shared. Its AI can also highlight and comment on important sections of a meeting transcript, and automatically tag action items. In addition to businesses, students and universities – including UCLA, Tulane, and Western Kentucky – use the tool to increase accessibility.
The platform is used in more than 230 countries and has transcribed over 100 million meetings. Otter is far from alone in the audio transcription market, estimated to be worth nearly $41.89 billion by 2030, with Google’s free transcription tool posing a potential threat, as well as competitors such as Rev.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
27% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Feb 2021
$10m
CONVERTIBLE
Feb 2021
$40m
SERIES B
Total funding: $73m
Company benefits
- Compensation: With highly competitive salaries and equity option packages, everyone's an owner here.
- Hybrid Working: You can mix and match working from our Mountain View or San Francisco office, plus a couple days from home.
- Social Gatherings: Quarterly gatherings in the Bay Area for some team real fun and authentic connection.
- Health and Wellness: Comprehensive medical, dental, vision, life insurance, disability, and wellness benefits that start the first day you do.
- PTO: Start with a minimum of 15 days of paid time off, plus up to 18 weeks for maternity leave and 8 weeks for paternity leave.
- 401(k): Plans to help meet your retirement goals because we care about your future.
Company HQ
Old Mountain View, Mountain View, CA
Leadership
Sam Liang
(Co-Founder & CEO)Earned a PhD from Stanford and then joined Cisco as a Senior Software Engineer. Worked as a Tech Lead at Google and is a member of the Forbes Technology Council.
Yun Fu
(Co-Founder & CTO)Has a PhD in Computer Science from Duke. Worked as Yahoo's Principal Software Engineer and was Head of Infrastructure at Particle Media.
Salary benchmarks
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