Customer Success Manager

About Us Observe.AI is the enterprise-grade Customer Experience AI platform that unifies conversations, intelligence, and action to turn contact centers into performance engines. Built to optimize the full lifecycle of human and AI agents, Observe.AI enables enterprises to automate customer interactions, augment agent performance, and deliver governed AI at scale. On a single platform, Observe.AI combines Voice and Chat AI Agents, real-time AI Copilots, and Conversation Intelligence with 100% interaction coverage for quality, compliance, and performance management. Trusted by brands like DoorDash, Affordable Care, Signify Health, and Verida, Observe.AI delivers fast time-to-value, measurable ROI, and consistent, high-quality customer experiences across every channel. The Opportunity We are seeking a Customer Success Manager to drive customer adoption, value realization, and retention. In this role, you will work closely with contact center leaders and executive stakeholders to help enterprises transform how they operate by deploying AI agents, copilots, and conversational intelligence, to drive meaningful process change, and achieve measurable business outcomes. You will act as a trusted advisor, guiding customers through adoption, accelerating time-to-value, and ensuring Observe.AI becomes embedded in how they run their operations. As part of a fast-growing AI platform company, you’ll also play a key role in shaping how Customer Success scales by building best practices, influencing product evolution, and helping define the future of AI-powered customer experience. 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! Why You’ll Love It Here Competitive compensation including equity : Market-aligned base pay, performance incentives, and meaningful equity ownership Excellent medical, dental, and vision insurance options : Comprehensive medical, dental and vision benefits for employees and eligible dependents Flexible Paid Time Off : Our unlimited, flexible PTO policy empowers you to take the time you need to recharge, maintain balance, and perform at your best. Additional Time to Recharge : 10 company holidays, an annual company-wide Winter Break, and paid parental leave to fully support life outside of work. 401(k) plan : Long-term financial planning support with tax-advantaged retirement savings Quarterly Lifestyle Spending Account : Flexible quarterly stipend to support wellness, learning and professional developmen ... (truncated, view full listing at source)