Customer Success Manager

<h3 dir="ltr"><span style="color: rgb(0, 0, 0)"><strong>About Us</strong></span></h3><p dir="ltr"><span style="color: rgb(0, 0, 0)">Avoma was founded with the belief that all of us have a love-and-hate relationship with <strong>meetings.</strong> When meetings are run effectively, people collaborate on great ideas, achieve alignment and ultimately make faster progress on their desired goals. But when meetings are run poorly, valuable time is wasted, information discussed is lost and scattered across multiple tools, desired goals are not achieved, and in the end, people blame each other.</span></p><p dir="ltr"><span style="color: rgb(0, 0, 0)">The reality is, a majority of meetings are still run very poorly today. We believe that with the right blend of Human Intelligence and advancements in Artificial Intelligence, we can make meetings more productive and get more value from the information discussed in every conversation.</span></p><p dir="ltr"><span style="color: rgb(0, 0, 0)">Join us in revolutionizing meetings through AI!</span></p><p dir="ltr"></p><h3 dir="ltr"><span style="color: rgb(0, 0, 0)"><strong>Your Impact</strong></span></h3><p dir="ltr"><span style="color: rgb(0, 0, 0)">As a CSM at Avoma, you will be the strategic partner to our customers, ensuring they maximize the value of Avoma’s AI-powered platform. Your role is critical to retention, expansion, and customer advocacy. You’ll help customers succeed, solve challenges proactively, and identify growth opportunities while driving renewals and expansions.</span></p><p dir="ltr"></p><h3 dir="ltr"><span style="color: rgb(0, 0, 0)"><strong>What You’ll Do:</strong></span></h3><ul dir="auto"><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0)">Own and manage customer relationships across the USA &amp; EU regions.</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0)">Drive customer retention &amp; expansion by delivering a stellar customer experience.</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0)">Conduct customer onboarding, product training, and quarterly business reviews (QBRs).</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0)">Identify upsell and cross-sell opportunities to drive account growth.</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0)">Analyze customer usage data to proactively address risks and improve adoption.</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0)">Act as the voice of the customer, collaborating with Product, Sales, and Marketing.</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0)">Solve complex customer problems with a data-driven, analytical approach.</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0)">Manage multiple accounts, ensuring customers achieve success milestones.</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0)">Handle escalations and proactively address potential churn risks.</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0)">Collaborate with the engineering and development team to troubleshoot technical issues raised by customers.</span></p></li></ul><h3 dir="ltr"><span style="color: rgb(0, 0, 0)"><strong>What We’re Looking For:</strong></span></h3><ul dir="auto"><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0)"><strong>2 - 4 years of experience as a Customer Success Manager in SaaS (preferably in US-based SaaS companies).</strong></span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0)">Proven track record in customer retention, expansion, and revenue growth.</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0)">Strong data, analytics, and problem-solving skills to drive insights and recommendations.</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0)">Excellent spoken &amp; written English with modern, effective communication.</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0)">Ability to own customer relationships and proactively drive results.</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0)">Experience working with USA &amp; EU customers.</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0)">A driver’s mindset – takes initiative, thrives on hitting (and exceeding) targets.</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0)">Based in Pune – comfortable with hybrid work (office + remote in evenings).</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0)">Neutral accent – can communicate effortlessly with global customers, has undergone accent training.</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0)">Knowledge of Artificial Intelligence technologies and tools.</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0)">The ability to be truly consultative in your approach with customers.</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0)">Familiarity with tools (e.g. Intercom, slack, HubSpot, Salesforce, Mixpanel, Amplitude)</span></p></li></ul><h3 dir="ltr"><span style="color: rgb(0, 0, 0)"><strong>How will you Stand Out in your Application</strong></span></h3><ul dir="auto"><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0)"><strong>Loom Video Submission</strong>: Show us your personality! Record a short (1–2 min) introduction telling us why you’re excited about Avoma and how you’ve succeeded in previous roles. (A link in your application is perfect.)</span></p></li></ul><h3 dir="ltr"><span style="color: rgb(0, 0, 0)"><strong>Compensation &amp; Benefits</strong></span></h3><ul dir="auto"><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0)"><strong>Competitive &amp; transparent salary: INR 17,50,000 - 22,50,000 (DOE)</strong></span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0)"><strong>Flexible Work Environment</strong>: We value outcomes over clock-ins; collaborate from our Pune office with hybrid flexibility.</span></p></li></ul><h3 dir="ltr"><span style="color: rgb(67, 67, 67)"><strong>Location:</strong> Pune (Hybrid: Office + Work From Home)</span></h3><h3 dir="ltr"><span style="color: rgb(67, 67, 67)"><strong>Timings:</strong> Flexible Hours</span></h3><ul dir="auto"><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0)">2 PM to 7 PM IST (Pune Office)</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0)">9 PM to 2 AM IST (From Home)</span></p></li></ul><p dir="ltr"></p><h3 dir="ltr"><span style="color: rgb(0, 0, 0)"><strong>Our Values</strong></span></h3><p dir="ltr"><span style="color: rgb(0, 0, 0)"><strong>Transparency</strong></span></p><p dir="ltr"><span style="color: rgb(0, 0, 0)">We value transparency as the key to a culture of trust. We strive to be honest in all communication, because we believe that better context leads to better decisions. Transparency is not oversharing, or betraying privacy. It’s about stripping away anything that gets in the way of clarity and truth so that we reduce uncertainty, build trust, and foster accountability.</span></p><p dir="ltr"><span style="color: rgb(0, 0, 0)"><strong>Curiosity</strong></span></p><p dir="ltr"><span style="color: rgb(0, 0, 0)">We see curiosity as the root of innovation at Avoma. We perceive what exists, question why, and explore what it could be. We take time for inquisitiveness and playfulness, and avoid assumptions that hinder our ability to imagine and grow.</span></p><p dir="ltr"><span style="color: rgb(0, 0, 0)"><strong>Gratitude</strong></span></p><p dir="ltr"><span style="color: rgb(0, 0, 0)">We believe that intentional gratitude makes our journey joyful. We approach every interaction with optimism, and we express thankfulness to each other, our families, our customers, and investors.</span></p>