Senior Manager, Customer Success
Lead and scale a team of CSMs and Technical Delivery Managers for enterprise accounts at Otter.ai, driving retention, expansion, and adoption of AI-powered meeting tools.
About the job
What You’ll Do
- Lead and coach a team of CSMs and Technical Delivery Managers, driving performance across TTV, GRR, and NDR while effectively aligning internal teams and customer stakeholders to deliver outcomes
- Lead strategy and execution across complex, multi-stakeholder enterprise accounts, managing executive relationships and driving outcomes at scale
- Drive retention and renewal performance, improving GRR, NDR, and forecast accuracy through proactive risk management
- Operationalize scalable lifecycle processes and operating cadence to improve time to value and consistency across the customer base
- Partner closely with Sales, Product, and Engineering to align on account strategy, influence decisions, and represent the voice of the customer
- Leverage AI-driven insights and workflows to improve customer engagement, identify risk earlier, and scale team productivity
- Bring technical depth to onboarding and integrations, ensuring strong execution across deployments, workflows, and enterprise environments
What You Bring
- 5+ years managing CS/AM teams in SaaS
- 8+ years in Customer Success, Account Management, or post-sales roles
- 5+ years quota carrying
- Proven track record driving GRR, NDR, expansion and adoption in enterprise environments
- Experience working on account strategy and mapping
- Strong understanding of TTV, lifecycle strategy, and retention dynamics
- Highly data-driven with strong operational and strategic judgment
- Proven cross-functional leadership across Sales, Product, and Engineering
- Experience with AI products or workflows preferred
Skills
Customer Success, Account Management, SaaS, Grr, Ndr, Ttv, Enterprise Account Strategy, Cross-Functional Leadership, Ai Products, Data-Driven Decision Making
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