Customer Success Manager

About Us

Avoma was founded with the belief that all of us have a love-and-hate relationship with meetings. 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.

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.

Join us in revolutionizing meetings through AI!

Your Impact

As a Customer Success Manager, you will lead customer success initiatives, keep the company focused on customer outcomes and play a central role in directing the future of the product.

You will understand customer outcomes through ongoing collection and analysis of data and feedback and turn this into onboarding and retention strategies as well as feed into the product roadmap. You will be involved in all aspects of account management, demonstrating the product, educating customers and more.

We are still a small team and looking for people that not only love building customer relationships but that can also roll up their sleeves and help to build out our process and playbooks. You will have many opportunities to add impact to the business and will join a collaborative team who is ready to change the way the world runs meetings.

You will be a core part of the founding team and report directly to the VP of Customer Success.

The Scheduled Shift for this role will be 4pm-1am IST to ensure crossover working hours with the US.

As a Customer Success Manager at Avoma you will:

• Understand customer outcomes by communicating with customers, analyze customer health metrics, run NPS and gather other feedback via Intercom and Vitally.
• Represent the voice of the customer to provide input into every core product, marketing and sales process.
• Engage with customers to drive renewal and expansion opportunities.
• Serve as the primary contact for the onboarding of new customers, the training of platform end users, as well as post go-live adoption and value creation.
• Collaborate with the engineering and development team to set up or configure our software platform as per customers’ requirements and troubleshoot technical issues raised by customers.
• Gauge customers’ levels of engagement with the company and provide feedback to the other teams regarding product and service improvements.
• Run QBR’s to provide insights and best practices to customers to ensure that they get the most value out of the platform.
• Being the main point of contact between the company and a number of named enterprise accounts.

Requirements

This position is for you if you have:

• BS or BA (MBA/Master would be bonus)
• 4+ years of experience in Customer Success, Account Management, Business Development, or another client-facing role in a SaaS or software company.
• Proficiency in the English language, both written and verbal, sufficient for success in a remote and largely asynchronous work environment.
• Ability to create structure in ambiguous situations and design effective processes.
• Impressive executive presence and communication abilities.
• Experience using Live chat software (e.g. Intercom), CRM (e.g. HubSpot) and Customer Success platform (e.g. Vitally), and Analytics tools (e.g. Mixpanel).
• Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Services).
• Passion for technology and for being a part of a fast-growing SaaS company.
• Positive attitude and proactive work ethic.
• Bias for action with a sense of urgency and persistence.
• A self-motivator, creative, results-driven and solution oriented.
• Organized and strong time management skills.

Bonus areas of expertise:

• Strong references from previous customers and employers.
• Knowledge of Customer Success campaigns and automation using CS platforms.
• Knowledge of Artificial Intelligence technologies and tools.
• The ability to be truly consultative in your approach with customers.

Benefits

Joining Avoma

We’re a growing team of dreamers and builders who want to create an impactful and sustainable company. Our team brings experience from building and scaling products touching millions of people at leading technology companies. We are committed to building a product people love to use and creating a company people love to work for.

Our benefits include:

• A transparent salary structure (Starting Salary Range: ₹1,750,000- ₹2,250,000 DOE)
• Generous Time Off Policy

Our Values

Transparency

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.

Curiosity

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.

Gratitude

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.