Customer Success Manager

About Us Observe.AI is the enterprise-grade Customer Experience AI platform that unifies conversations, intelligence, and action to turn contact centers into performance engines. Built to optimize the full lifecycle of human and AI agents, Observe.AI enables enterprises to automate customer interactions, augment agent performance, and deliver governed AI at scale. On a single platform, Observe.AI combines Voice and Chat AI Agents, real-time AI Copilots, and Conversation Intelligence with 100% interaction coverage for quality, compliance, and performance management. Trusted by brands like DoorDash, Affordable Care, Signify Health, and Verida, Observe.AI delivers fast time-to-value, measurable ROI, and consistent, high-quality customer experiences across every channel. Why Join Us 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! What you’ll be doing 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 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 & Benefits Excellent medical insurance options and free online doctor consultations Yearly privilege and sick leaves as per Karnataka S&E Act Generous holidays (National and Festive), recognition, and parental leave policies Learning & Development fund to support your continuous learning journey and professional development Fun events to build culture across the organization Flexible benefit plans for tax exemptions (i.e. Meal card, PF, etc.) Our Commitment to Inclusion and Belonging Observe.AI is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Observe AI does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Observe.AI also strives for a healthy and safe workplace and strictly prohibits harassment of any kind. We welcome all people. We celebrate diversity of all kinds and are committed to creating an inclusive culture built on a foundation of respect for all individuals. We seek to hire, develop, and retain talented people from all backgrounds. Individuals from non-traditional backgrounds and historically marginalized or underrepresented groups are strongly encouraged to apply. If you are ambitious, make an impact wherever you go, and you're ready to shape the future of Observe.AI, we encourage you to apply. For more information, visit www.observe.ai.