Senior Customer Success Manager, Observe.AI
$135-158k
+ Equity
Contact center software
Be an early applicant
Contact center software
201-500 employees
Be an early applicant
$135-158k
+ Equity
201-500 employees
Company mission
To enable brands to enhance their customer experience, with the power of contact center AI.
Role
Who you are
- 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
What the job involves
- 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
- 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
Our take
Being stuck on the phone to customer service can be time-consuming and frustrating. Observe.AI aims to improve the experience with its Intelligent Workforce Platform. This transforms contact centres through AI by automating tasks and form-filling, helping people find more information more quickly.
Unconventionally, the company gained its footing by going directly to the call centres themselves, rather than to the businesses they serve, providing valued call-optimisation tools to improve operatives' performance. It also provides an analysis engine for cross-channel customer interactions, enabling users to find new revenue opportunities, employ effective coaching, and improve quality assurance.
Observe.AI has raised huge amounts of funding, demonstrating the high levels of confidence in its market position and performance. A major technological and commercial partnership with Zoom, alongside the growing trend in businesses prioritising customer interactions, bodes well for the company's future.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
3% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Apr 2022
$125m
SERIES C
Sep 2020
$54m
SERIES B
Total funding: $223.4m
Company benefits
- Excellent medical, dental, and vision insurance options
- Flexible PTO
- Generous holiday (federal and wellness) recognition and parental leave policies
- 401K plan to save for your future
- Remote benefits including a daily meal stipend, WFH stipend, mobile & internet stipend to set you up for success in this remote environment
- Learning & Development fund to support you in your continuing education journey and professional development
- Fun events to build culture across the organization
Company HQ
Redwood Shores, Redwood City, CA
Leadership
Swapnil Jain
(Co-Founder & CEO)Previously completed an internship in Software Engineering at Google and worked at Twitter for 3 years, first as Senior Software Engineer and then as Technical Team Lead.
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