Otter. ai
SaaS
SeniorManager,CustomerSuccess
“Senior Manager, Customer Success at Otter. ai. Skills: Customer Success, Enterprise Accounts, Retention, Expansion. Lead and coach CSMs. Coach Technical Delivery Managers”
What You'll Achieve.
Drive retention; Drive growth; Drive product adoption; Drive time-to-value; Improve GRR; Improve NDR; Improve forecast accuracy
Industry & Context.
Strategic judgment; Operational judgment
What They're Looking For.
Must Have
5+ years managing CS/AM teams, 8+ years in Customer Success, 8+ years in Account Management, 8+ years in post-sales roles, 5+ years quota carrying, Proven track record driving GRR, Proven track record driving NDR, Proven track record driving expansion, Proven track record driving adoption in enterprise environments, Experience working on account strategy, Experience mapping, Understanding of TTV, Understanding of lifecycle strategy, Understanding of retention dynamics, Highly data-driven, Operational judgment, Strategic judgment, Proven cross-functional leadership, Experience with Sales, Experience with Product, Experience with Engineering
Nice to Have
Experience with AI products, Experience with AI workflows
What You'll Do.
Coach Technical Delivery Managers
Drive performance across TTV
Drive performance across GRR
Drive performance across NDR
Align customer stakeholders
Lead strategy across enterprise accounts
Execute strategy across enterprise accounts
Manage executive relationships
Drive outcomes at scale
Drive retention performance
Drive renewal performance
Improve forecast accuracy
Manage risk proactively
Operationalize scalable lifecycle processes
Operationalize operating cadence
Improve time to value
Improve consistency across customer base
Partner with Engineering
Align on account strategy
Represent voice of the customer
Leverage AI-driven insights
Leverage AI-driven workflows
Improve customer engagement
Identify risk earlier
Scale team productivity
Bring technical depth to onboarding
Bring technical depth to integrations
Ensure execution across deployments
Ensure execution across workflows
Ensure execution across enterprise environments
How You'll Work.
Team & Collaboration
Cross-functional leadership; Partnering with Sales; Partnering with Product; Partnering with Engineering
Communication Scope
Executive relationships
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