Senior Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage a portfolio of clients to ensure they achieve quantifiable business results.

• Promote the adoption of essential platform features, emphasizing AI-driven capabilities and credit utilization.

• Conduct Executive Business Reviews (EBRs) focused on ROI, productivity enhancements, and revenue effects.

• Inform customers about AI functionalities (e.g., automation, predictive analytics, personalization).

• Take ownership of credit consumption as a primary accountability metric for your designated accounts.

• Define and prioritize AI use cases in collaboration with customers — converting their go-to-market strategies (prospecting, pipeline management, forecasting, coaching) into a structured roadmap of Amplify agent use cases that fosters ongoing adoption.

• Spearhead hands-on change management initiatives with sales personnel and revenue leaders — facilitating training sessions, coaching on adoption habits, and collaborating with customer managers to ensure platform integration.

• Serve as a strategist and influencer regarding the customer’s AI go-to-market strategy — determining how and where AI agents are integrated into the customer’s sales processes and assisting in building the internal business case for broader usage across teams and workflows.

• Utilize customer data and AI insights to proactively identify risks and opportunities for expansion.

• Track health scores, usage patterns, and engagement indicators to prompt proactive measures.

• Employ AI tools to generate recommendations and outline optimal next steps.

• Formulate renewal strategies and mitigate risks associated with churn or contraction.

• Identify and pursue expansion opportunities (upsell/cross-sell), particularly those linked to AI value.

• Collaborate with Sales and RevOps to synchronize account strategies.

• Represent customer feedback to Product and Marketing, especially concerning agent performance, prompt quality, and barriers to adoption.

• Work with Professional Services on onboarding and complex implementation projects.

• Provide insights on AI models, accuracy, and customer sentiment.

⛳️ Requirements

• Minimum of 5 years in Customer Success, Account Management, GTM/RevOps, Consulting, or a similar advisory role in sales processes/technology, preferably within a SaaS company that offers complex, multi-product, AI-enabled solutions.

• Proven experience in driving software or platform adoption and leading change management initiatives with sales personnel and frontline managers.

• Strong executive presence with the capability to influence VP/C-level stakeholders regarding AI go-to-market strategies and organizational changes, beyond just product usage.

• Comfortable working with AI/agent-based products and adept at translating technical capabilities into business outcomes for non-technical stakeholders.

• Experience managing relationships with enterprise-level customers.

• Strong analytical mindset with the ability to interpret data and convert it into actionable strategies.

• Demonstrated success in driving renewals, expansions, and achieving customer objectives.

• Strategic thinking and a consultative approach to problem-solving.

🏝️ Benefits

• Flexible time off.

• 401k plan to assist you in saving for your future.

• Comprehensive medical, dental, and vision coverage for full-time employees and their dependents.

• A parental leave program that includes options for a paid night nurse and a gradual return to work.

• Benefits for infertility and assisted reproductive services.

• Employee referral bonuses to encourage the recruitment of exceptional new team members.

• Snacks and beverages available in the office, along with enjoyable events for celebration.

• Diversity and inclusion initiatives that support employee resource groups such as the Outreach Women's Network, Latinx community, Outreach Black Connection, AAPI community, Pride/LGBTQIA+, Gender+, Disability Community, and Veterans/Military.