Customer Success Manager

Observe.AI is the AI Agents platform for customer experience, designed to help organizations deliver faster, smarter, and more efficient customer service at scale. The platform enables businesses to deploy specialized AI agents that autonomously execute work across the full CX lifecycle—from handling customer conversations to supporting frontline teams and optimizing operations.

Each AI agent is purpose-built for a specific role, equipped to understand context, make decisions, take action, and continuously improve outcomes. This allows organizations to increase resolution speed, elevate service quality, and reduce operational costs while empowering your frontline team to focus on higher-value work.

Built on a CX-native foundation, Observe.AI helps leading brands like DoorDash, Affordable Care, Signify Health, and Verida improve customer satisfaction, boost agent productivity, and deliver consistent, scalable performance across every customer interaction.

As a Customer Success Manager at Observe.AI, you will help create a world-class customer experience for our customers, which in turn will make them raving fans of the product. Through your expertise and experience, you will help drive a “customer first” mindset with every customer interaction. You will be handling the SMB and MM segment customers, concentrating on product adoption, renewal, customer advocacy, and creating growth opportunities

You thrive in ambiguity and enjoy solving challenges that haven’t been solved before, bringing your customer love attitude to Observe.AI. We’re on a rocketship; be ready to roll up your sleeves and build something lasting and great!

• Driving process change and product adoption through change management, training and enablement, project management, and executive relationships

• 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

• Should be able to upsell/cross-sell

• Advocating for customer needs and educating 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 customer

• Providing key contributions to help grow and scale our Customer Success organization.

What you'll bring to the role

• At least 4+ years of experience 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 the usage of your SaaS product to meet those needs

• Eager to learn, try new things, and take calculated risks for great impact, reward, and fulfillment!

• Data-driven, process-oriented individual who can point to ways you’ve upleveled the product/process and people in your professional experience past.

Perks &