Senior Customer Success Manager

About Us Observe.AI is transforming customer service with AI agents that speak, think, and act like your best human agents—helping enterprises automate routine customer calls and workflows, support agents in real time, and uncover powerful insights from every interaction.

With Observe.AI, businesses boost automation, deliver faster, more consistent 24/7 service and build stronger customer loyalty.

Trusted by brands like Accolade, Prudential, Concentrix, Cox Automotive, and Included Health, Observe.AI is redefining how businesses connect with customers—driving better experiences and lasting relationships at every touchpoint.

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’ll Be Doing

• 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 customerProviding key contributions to help grow and scale our Customer Success organization

What You Bring To The Role

• 5+ 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
• Knowledge SaaS business models, customer success methodologies, and customer lifecycle management.
• Strong communication, presentation, and interpersonal skills.
• 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
• Eager to learn, try new things, and take calculated risks - for great impact, reward, and fulfillment!

Preferred Skills And Qualifications

• Prior experience with SaaS, technology, and/or high-growth company environments.
• Experience with managing or configuring legal technology tools (e.g., CLM systems, analytics software, e-signature solutions).

What You Can Expect

• Competitive compensation including equity
• Excellent medical, dental, and vision insurance options
• Flexible time off
• 10 Company holidays + Winter Break and up to 16-weeks of parental leave
• 401K plan
• Quarterly Lifestyle Spend
• Monthly Mobile + Internet Stipend
• Pre-tax Commuter Benefits

Salary Range The base salary compensation range targeted for this full-time position is $135,000-$158,000 Range 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.

Our Commitment to Inclusion and Belonging Observe.AI is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Observe AI does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Observe.AI also strives for a healthy and safe workplace and strictly prohibits harassment of any kind. We welcome all people. We celebrate diversity of all kinds and are committed to creating an inclusive culture built on a foundation of respect for all individuals. We seek to hire, develop, and retain talented people from all backgrounds. Individuals from non-traditional backgrounds, historically marginalized or underrepresented groups are strongly encouraged to apply. If you are ambitious, make an impact wherever you go, and you're ready to shape the future of Observe.AI, we encourage you to apply. For more information, visit www.observe.ai.