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Customer Success Manager

San Francisco, California, USA

Full time


About the Role

Observe.AI is an Intelligent Workforce Platform that transforms contact centers by embedding AI into 100% of customer conversations, optimizing agent performance, and automating repeatable processes that drive revenue and retention. With Observe.AI, contact centers can surface intelligence across every interaction, giving employees highly accurate, actionable feedback using baked-in coaching and evaluation workflows, and improve key business metrics across every customer touchpoint. 

Observe.AI is trusted by hundreds of customers and partners, including Pearson, Accolade, Group 1 Automotive, Southeast Trans, and Public Storage. Our recent $125 million Series C led by Softbank Vision Fund 2 with participation from Zoom Video Communications, Inc., brings our total funding to date to $213M, with investments from Menlo Ventures, Next47, NGP Capital, Emergent Ventures, Scale Ventures, Nexus Ventures, and Y-Combinator. For more information, visit

The Opportunity

We are seeking a Customer Success Manager to be responsible for solution adoption, empowering Contact Centers to deploy tools that can change their day to day, and drive customer retention.

What You Will Be Doing:

  • Support and engage with Observe.AI customers throughout all stages of their customer lifecycle: onboarding, adoption, expansion, retention, advocacy

  • Guide new customers through a defined implementation and onboarding process

  • Formulate ongoing meeting cadence with assigned portfolio

  • Understand customers business goals and effectively articulate additional improvements and / or new strategies with minimal guidance

  • Identify proactive opportunities to work with and provide value to customers

  • Proactively address customer experience issues early, collaborating with Technical Support to understand their customer's issue, and assist as an escalation point of contact

  • Work with Observe.AI’s Customer Solution Architects to determine appropriate services for upgrades, migrations, deployments and / or maintenance

  • Conduct regular business reviews within your accounts showcasing value and learning about business goals and priorities

  • Encourage customer participation in OAI initiatives (Webinars, Roadshows, Product Feedback, etc)

  • Responsible for measuring, managing, and improving customer health, engagement, and value realization

  • Coordinate with Account Executives and Account Managers to ensure the upgrade, migration and / or growth of the customer portfolio

  • Articulate growth plans, expectations and successes; documented and tracked within success plans

  • Maintain and regularly update relevant Customer Success business tools with customer data and informationManage and maintain customer portfolio in achieving OAI’s company Net Retention goals

Who You Are:

  • 5-7+ years of experiencing owning clients in a CSM capacity for a SaaS solution, with proof of value add

  • You can tell us how you uncover your customers business needs, and align usage of your SaaS product to meet those needs 

  • Eager to learn, try new things, and take calculated risks - for great impact, reward, and fulfillment!

  • Data-driven, process oriented individual who can point to ways you’ve up-leveled the product / process and people in your professional experience past

What we Offer:

  • 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

$110,000 - $120,000 a year

The base salary compensation range targeted for this full-time position is $110,000-$120,000 per annum. Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives and equity (in the form of options). This salary range is an estimate, and the actual salary may vary based on the Company’s compensation practices.

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