# Senior Manager, Customer Success

**Company:** [Otter](https://hotfix.jobs/companies/otter)
**Location:** San Francisco, CA
**Role:** Customer Success
**Salary:** $195k – $231k/yr
**Experience:** 8+ years
**Skills:** Customer Success, Account Management, SaaS, Grr, Ndr, Ttv, Enterprise Account Strategy, Cross-Functional Leadership, Ai Products, Data-Driven Decision Making
**Posted:** 2026-06-04

> 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.

## Job Description

## 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

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**Apply:** https://hotfix.jobs/jobs/c530f85f-0eaa-4914-9340-217b00414d0c
**Canonical:** https://hotfix.jobs/jobs/c530f85f-0eaa-4914-9340-217b00414d0c