Manager of Customer Success, Otter.ai
$150-160k
Voice-first team collaboration app for meetings and conversations
Be an early applicant
Voice-first team collaboration app for meetings and conversations
101-200 employees
Be an early applicant
$150-160k
101-200 employees
Company mission
To make all voice conversations accessible and searchable through Ambient Voice Intelligence™.
Role
Who you are
- The ideal candidate will have a proven track record of success in exceeding NDR and Churn targets, developing high-performing teams, and fostering a positive and collaborative environment
- 6+ years of successful experience in a CS/AM role, exceeding targets consistently
- 4+ years in quota carrying role
- 3+ years of experience managing and leading a high-performing CS team
- Experience rolling out or owning CS CRM and salesforce reporting
- Proven track record of coaching and developing CSMs
- Excellent communication, presentation, and interpersonal skills
- Strong analytical and problem-solving skills with the ability to analyze data and identify trends
- Highly motivated, results-oriented, and self-starter with a strong work ethic
- Proficiency in using data to analyze performance and make data-driven decisions
What the job involves
- We are seeking a strategic, highly motivated and results-oriented Manager of Customer Success to lead and mentor a team of talented Customer Success Managers
- Lead, motivate, and mentor a team of CSMs to achieve and exceed individual and team quotas, metrics and KPIs
- Collaborate with the Head of Customer Success to develop and implement customer success strategies and programs to drive adoption and NDR
- Monitor key performance indicators (KPIs) and analyze data to identify trends, areas for improvement, and growth opportunities
- Actively participate in calls and escalations for customer concerns and issues, working cross-functionally to ensure timely resolution
- Manage CS CRM and salesforce ensuring data accuracy and integrity
- Forecast revenue and CS metrics and track progress against targets
- Build and maintain strong relationships with team members and cross-functional peers, fostering a positive and collaborative team environment
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
- Stock and equity package
- Parental leave benefits
- Retirement savings program 401(k)
- Boundless snacks and free catered lunches
- Team lunches and social events
- Work from home opportunities
- Comprehensive package that includes health care (medical, dental, vision, life, disability) and mental health support
- $500 home office stipend
Company values
- Set Audacious Goals
- Work with Passion
- Engage with Authenticity
- Build with Ingenuity
- Operate with Speed
Company HQ
Old Mountain View, Mountain View, CA
Articles
Leadership
Sam Liang
(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
(CTO)Has a PhD in Computer Science from Duke. Worked as Yahoo's Principal Software Engineer and was Head of Infrastructure at Particle Media.
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