Sr. Customer Success Manager

<h3 dir="auto"><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 Senior 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 crucial for managing and growing a portfolio of high-value accounts. You will work closely with C-suite sponsors and decision-makers, ensuring they achieve maximum ROI from Avoma’s platform. Your role will be pivotal in shaping long-term customer strategy, driving account expansion, and influencing executive-level relationships to foster deep product adoption and retention.</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)">Serve as a trusted advisor to USA &amp; EU-based mid-market and enterprise customers.</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0)">Own and drive customer retention, expansion, and adoption strategies.</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0)">Lead Quarterly Business Reviews (QBRs) and strategic customer growth plans.</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0)">Build and nurture C-level relationships to drive deeper engagement.</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0)">Manage a portfolio with ARR ranging from $1.5M to $2M, ensuring high retention and growth.</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0)">Analyze customer data &amp; usage trends to identify upsell/cross-sell opportunities.</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0)">Act as the customer advocate, collaborating with Sales, Product, and Marketing.</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0)">Handle escalations with a data-driven, problem-solving approach.</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><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0)">Partner with Product to enhance feature adoption and influence the roadmap.</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>7-8 years of SaaS Customer Success experience (preferably in US-based SaaS companies).</strong></span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0)">Proven expertise in customer retention, expansion, and account growth.</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0)">Strong analytical skills – ability to interpret data and drive strategic decisions.</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0)">Excellent spoken &amp; written English with a professional, modern communication style.</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0)">Deep experience working with USA &amp; EU customers – understanding their expectations and business needs.</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0)">Comfortable managing C-suite relationships and driving high-impact discussions.</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0)">A true leader’s mindset – takes full ownership, drives results, and thrives in a fast-paced environment.</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0)">Based in Pune – hybrid work model (office hours + remote work in evenings).</span></p></li><li dir="ltr"><p dir="ltr"><span style="color: rgb(0, 0, 0)">Mentorship experience – ability to guide and develop CSMs.</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 pay: INR 26,00,000 - 32,00,000 (DOE)</strong></span></p></li><li dir="auto"><p dir="auto">15 days of PTO annually on top of company holidays</p></li><li dir="auto"><p dir="auto">Employee Stock Options Program</p></li></ul><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>