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Voice AI Platform for Call Centers

Senior Customer Success Manager

$110k – $145k estimated
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Who we are:

Observe.AI is a rapidly growing, well-funded startup building a Voice AI platform for customer contact centers. Founded in May 2017, headquartered in San Francisco and backed by Nexus Venture Partners, Y Combinator, and Emergent Ventures we already work with the largest customer contact centers in the world and are lucky to count Fortune 500 companies as our customers. Our revenue has been doubling every quarter and as we get ready to scale we are searching for top talent to join our dedicated team and to help us make the most of this tremendous opportunity.

What we are up to:

* Building the future of voice based customer service. Its a $300B market growing at 3% Y/Y
* Providing a highly scalable, reliable and secure B2B SaaS application for analysis of spoken conversations on a spectrum of business criteria
* Implementing a seamless user experience that enables call center agents to provide great customer experiences
* Leveraging a world class data and speech science team to innovate and create voice specific, NLP, machine learning and deep learning solutions

Responsibilities :

* Work with Observe.AI’s most valuable customers to understand their needs and help them succeed
* Assist in on-boarding and ongoing support while nurturing long-term partnerships
* Align with C-level execs to help achieve strategic business goals and objectives and help develop Roadmaps and presentations for EBRs
* Ensure that our customers get the most out of their investment in Observe.AI
* Develop case studies outlining KPIs and metrics related to Observe.AI’s ROI
* Understand why customers use Observe.AI and how they can derive more value from the product
Find opportunities for customers to increase their usage of Observe.AI and work with sales team to drive new opportunities
Discover and analyze gaps in the customer experience that may lead to customer attrition. Work cross-functionally with others to address such gaps
Provide feedback to the product team concerning customers’ requests for product enhancements


* 3+ years of experience in Customer Success or similar role in a SaaS business
* Experience working with Fortune 500 companies
* Proven ability to understand progressive technology such as AI, ML and/or NLP
* A true consulting approach and ability to communicate technical concepts to people of all backgrounds
* Demonstrated experience in building compelling business cases backed by data to introduce new processes
* Engaging personality, polished verbal and written communication skills and meticulous attention to detail
* Exceptional ability to develop relationships and communicate to C-level
* Experience in mitigating churn, driving renewals and other revenue producingprograms
* Experience in interpreting data analytics and deriving insights that drive customer value
* Highly organized self-starter who runs towards opportunities
* Ability to work cross-functionally in a fast-paced startup environment
* Strong business acumen
* MBA is appreciated

Location - 
San Francisco HQ
300 Brannan Street, CA 94107

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