Customer Success Manager
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Job Description
Customer Success Manager empowering clients to succeed using Convoso's innovative AI platform. Drive retention, deliver strategic guidance, and collaborate across teams in a remote environment.
Responsibilities:
- Own customer outcomes: Partner with customers to define, track, and achieve business goals that demonstrate ongoing value from Convoso
- Drive retention and expansion: Proactively identify growth opportunities, engage executive stakeholders, and lead renewal strategies across your portfolio
- Deliver strategic guidance: Apply deep knowledge of contact center best practices to help customers optimize performance and execution
- Engage across the lifecycle: Lead all post-implementation activities through a blend of high-touch engagement, digital communication, and scalable programs
- Build strong relationships: Develop trusted partnerships with key stakeholders, from end users to executive sponsors
- Mitigate risk early: Identify potential challenges and take action to ensure customer health and satisfaction
- Advocate for customers: Serve as the voice of the customer internally, contributing to product feedback and continuous improvement
- Collaborate cross-functionally: Partner closely with Sales, Support, Technical Account Managers, and Implementation teams to deliver a seamless customer experience
- Create impactful deliverables: Develop presentations, strategic recommendations, and business reviews tailored to diverse audiences
- Represent Convoso: Act as a thought leader in customer interactions, industry events, and internal initiatives
Requirements:
- 5+ years of Customer Success experience in a SaaS environment (Contact center, telephony, or performance marketing experience strongly preferred)
- Strong familiarity with CRM/CS platforms such as Vitally, Totango, or Gainsight
- Proven ability to manage a book of business and drive retention and expansion
- Exceptional organizational, analytical, and problem-solving skills
- Ability to manage multiple priorities in a fast-paced, high-growth environment
- Strong communication and presentation skills with customer-facing experience
- A proactive, self-driven mindset with a focus on outcomes
- Ability to build trust and collaborate effectively across teams
- Skilled at navigating customer challenges with professionalism and resilience
- Proficiency in tools such as Excel, Google Workspace, Confluence, Zendesk, etc.
- Willingness to travel occasionally (approximately 1–2 times per quarter)
Benefits:
- Competitive compensation package
- Stock options
- 100% covered premiums for employees; Medical, Dental, Basic life insurance, Long term disability
- Affordable Vision plan and optional FSA
- PTO, Paid Sick Time, Holidays, Bereavement time, Parental Leave
- Your birthday off
- 401k program with generous company match
- No cost Employee Assistance Program and Travel Assistance
- Monthly Gym membership reimbursement
- Monthly credits toward food & beverage
- Company Outings
- On and offsite team building events
- Paid training for departments
- Apple laptop (most roles)
- And a team of highly experienced and kind colleagues!
- Casual office environment & dress
- Daily catered lunches
- Fully stocked kitchen (Dietary restriction-friendly)
- Happy Hours
- On-site Car Wash
- Free Parking
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