Senior Customer Success Manager

The role

You will take ownership of an existing portfolio of customers to manage implementation, adoption, and renewal. You will run day-to-day relationships, coordinate technical partners, and turn customer goals into working plans.

What you will do

• Own a portfolio of B2B customers.
• Build relationships with users, implementers, and buyers.
• Turn customer goals into working plans with milestones and owners.
• Run dependable customer communication.
• Drive adoption and customer value by identifying stalled implementations.
• Prioritize across accounts based on impact, revenue, and urgency.
• Coordinate technical work with Customer Engineering, Support, Product, and Engineering.
• Run renewal preparation and execution for assigned accounts.
• Identify credible expansion opportunities.
• Maintain an actionable account record.

Required qualifications

• 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 and usage to retention and expansion.
• Strong follow-through across several accounts and internal teams.
• Clear writing and sound judgment in difficult customer conversations.
• Technical fluency to understand an integration and work with engineers.
• Ability to prioritize competing demands and set realistic expectations.
• Comfort improving processes while using them.

About the company

Tavus customers are building products and experiences with conversational AI. You will join a Customer Success organization that is still taking shape.