At a glance
- Employment
- Full-time
- Workplace
- Onsite
- Location
- San Francisco
About the role
- Tavus is hiring a Senior Customer Success Manager to take ownership of an existing portfolio of customers, helping them move through implementation, adoption, and renewal.
- This is a hands-on individual contributor role based in San Francisco where you will run day-to-day relationships, coordinate technical partners, and keep customer commitments moving.
Responsibilities
- Own your portfolio and build relationships with the people using, implementing, and buying Tavus.
- Turn customer goals into working plans by establishing milestones, owners, dependencies, and decision dates.
- Run dependable customer communication, acknowledge requests, clarify their impact, and secure internal owners.
- Drive adoption and customer value by identifying stalled implementations, weak engagement, and unrealized use cases.
- Prioritize across accounts using customer impact, revenue, growth potential, urgency, and implementation complexity.
- Coordinate technical work and provide Customer Engineering, Support, Product, and Engineering with useful context.
- Run renewal preparation and execution for assigned accounts to maintain an evidence-based forecast.
- Identify credible expansion opportunities and connect additional use cases to a buyer and business outcome.
- Maintain an actionable account record keeping the business objective, implementation status, usage, sponsor, risks, and commitments current.
- Improve operations by turning recurring questions and successful interventions into reusable guidance and onboarding practices.
Requirements
- Experience independently managing a portfolio of B2B customers through implementation, adoption, and renewal.
- Experience with APIs, AI, infrastructure, developer tools, or another technical product where customer implementation materially affects success.
- The ability to enter an account with incomplete information, ask focused questions, and establish a coherent plan.
- Commercial judgment to connect product performance, usage, customer economics, sponsorship, and business value to retention and expansion.
- Strong follow-through across several accounts and internal teams to keep commitments visible.
- Clear writing and sound judgment in difficult customer conversations with the ability to communicate uncertainty honestly.
- Enough technical fluency to understand an integration, gather useful evidence, and work credibly with engineers.
- Evidence that you can prioritize competing demands, challenge an ineffective proposed solution, and set realistic expectations.
- Comfort improving processes while using them and establishing useful structure without a finished playbook.
