Sr. Customer Success Manager

About the Role

At Avoma, Customer Success is not about managing accounts — it’s about owning customer outcomes at scale
.

As a Senior Customer Success Manager , you will operate as a strategic partner, systems builder, and AI-enabled operator responsible for ensuring customers achieve measurable business results using Avoma. You will leverage data, automation, and AI to proactively drive adoption, expansion, and retention — while shaping how Customer Success scales as a function.

This is a high-impact role for someone who combines deep care for craft with a bias for action — someone who sweats the details, takes pride in their work, and consistently goes the extra step to deliver exceptional outcomes for customers.

• Define, track, and deliver against clear success metrics tied to customer business goals

• Use product usage data, AI insights, and customer signals to proactively identify risks and opportunities

• Ensure customers achieve time-to-value quickly and consistently

• Design and implement scalable success programs using AI, workflows, and automation

• Reduce manual effort by building playbooks that run themselves

• Leverage tools like Avoma, CRM, and CS platforms to create a data-driven success engine

• Lead onboarding, adoption, value realization, renewal, and expansion

• Run high-impact business reviews (QBRs/EBRs) focused on ROI and strategic outcomes — not activity

• Act as a trusted advisor to executive stakeholders

• Translate customer conversations, usage patterns, and feedback into actionable product insights

• Influence product, GTM, and positioning using structured, data-backed input

• Identify patterns across customers to inform scalable improvements

• Create and refine playbooks, frameworks, and processes for a growing CS team

• Operate effectively in ambiguity and help define what “great” looks like

• Contribute to a culture of ownership, speed, and outcomes

• You bring a high-effort, high-standards approach to everything you do — not by working more hours, but by working with intention, precision, and care

• You have strong attention to detail — you don’t miss signals in customer data, conversations, or execution

• You take pride in your craft — whether it’s a Q , onboarding experience, or internal playbook, you aim to make it exceptional, not just sufficient

• You combine speed with quality — moving fast, but never sloppy

• You act like an owner —
  deeply accountable for customer outcomes
  , not just tasks

• Customers achieve clear, measurable ROI with Avoma

• High net revenue retention (NRR) driven by expansion and retention

• Reduced time-to-value and onboarding friction

• Scalable systems that allow you to manage more customers without sacrificing quality

• Strong influence on product roadmap and GTM strategy

• 7-12 years in Customer Success, Account Management, or similar customer-facing roles in SaaS

• Proven track record of driving retention, expansion, and customer outcomes

• Experience working with mid-market and/or enterprise customers

• Comfortable using AI tools, automation, and data to improve efficiency and outcomes

• Experience with CS platforms, CRM (e.g., Hub Spot), and analytics tools (e.g., Amplitude)

• Ability to turn data into insights and action

• Thrive in ambiguity and can create structure from scratch

• Experience designing playbooks, processes, and scalable programs

• Bias for action — comfortable rolling up your sleeves to get things done

• Strong…