[Remote] Customer Success Manager

Convoso is a leading AI-powered contact center platform purpose-built for revenue teams. Since 2006, Convoso has remained at the forefront of innovation, consistently developing solutions to drive customer growth while supporting adherence to regulatory standards.

Who We Are: While headquartered in Los Angeles, the Convoso team can be found around the globe working in either a hybrid or remote capacity. Awarded as a "best place to work" company, our culture fosters team integrity, positive persistence, and continuous growth.

Our core platform powers successful sales teams across multiple industries, giving our customers a competitive edge and streamlined productivity. With built-in Al and automations, our product is a premium offering in a competitive space.

We continue to grow our product capabilities to better serve our current customers and to expand into newer markets. Convoso is looking for people who are excited about technology and innovation.

We are a company of motivated team players with diverse backgrounds driving accelerated growth in a supportive, positive culture. Most roles at Convoso function as "hybrid" with some opportunities for travel to in-person business events and company meetings.

For remote positions, Convoso's U.S. hiring is open to candidates who are residents of the following states: AL, AZ, CA, CO, CT, FL, GA, IL, IN, KY, MA, MI, NC, NJ, NV, NY, OH, PA, SC, TX, UT, VA.

The Job: At Convoso, we believe great Customer Success Managers don't just support customers, they empower them to succeed, scale, and thrive.

If you're passionate about delivering value, building strong relationships, and driving measurable impact, this is your opportunity to make a difference.

Responsibilities summary: Own customer outcomes: Partner with customers to define, track, and achieve business goals that demonstrate ongoing value from ConvosoDrive retention and expansion: Proactively identify growth opportunities, engage executive stakeholders, and lead renewal strategies across your portfolioDeliver strategic guidance: Apply deep knowledge of contact center best practices to help customers optimize performance and executionEngage across the lifecycle: Lead all post-implementation activities through a blend of high-touch engagement, digital communication, and scalable programsBuild strong relationships: Develop trusted partnerships with key stakeholders, from end users to executive sponsorsMitigate risk early: Identify potential challenges and take action to ensure customer health and satisfactionAdvocate for customers: Serve as the voice of the customer internally, contributing to product feedback and continuous improvementCollaborate cross-functionally: Partner closely with Sales, Support, Technical Account Managers, and Implementation teams to deliver a seamless customer experienceCreate impactful deliverables: Develop presentations, strategic recommendations, and business reviews tailored to diverse audiencesRepresent Convoso: Act as a thought leader in customer interactions, industry events, and internal initiativesWho You Are: 5+ years of Customer Success experience in a SaaS environment(Contact center, telephony, or performance marketing experience strongly preferred) Strong familiarity with CRM/CS platforms such as Vitally, Totango, or GainsightProven ability to manage a book of business and drive retention and expansionExceptional organizational, analytical, and problem-solving skillsAbility to manage multiple priorities in a fast-paced, high-growth environmentStrong communication and presentation skills with customer-facing experienceA proactive, self-driven mindset with a focus on outcomesAbility to build trust and collaborate effectively across teamsSkilled at navigating customer challenges with professionalism and resilienceProficiency in tools such as Excel, Google Workspace, Confluence, Zendesk, etc.Willingness to travel occasionally (approximately 1-2 times per quarter)Work Perks Worth The Hype: Competitive compensation packageStock options100% covered premiums for employees; Medical, Dental, Basic life insurance, Long term disabilityAffordable Vision plan and optional FSAPTO, Paid Sick Time, Holidays, Bereavement time, Parental LeaveYour birthday off401k program with generous company matchNo cost Employee Assistance Program and Travel AssistanceMonthly Gym membership reimbursementMonthly credits toward food & beverageCompany OutingsOn and offsite team building eventsPaid training for departmentsApple laptop (most roles)And a team of highly experienced and kind colleagues!HQ Office:Casual office environment & dressDaily catered lunchesFully stocked kitchen (Dietary restriction-friendly)Happy HoursOn-site Car Wash Free Parking Compensation: The base salary range is: $75,000 - $90,000 The Base Pay Range for this position is based on the industry benchmark for position, function, level and the company's compensation strategies.

However, final offers may vary from the amount listed based on geography, candidate experience and expertise, and other objective business.

Convoso's compensation package also includes equity for all eligible U.S full time roles and exceptional benefits, including generous 401k match.

Your California Privacy Rights: As a California resident who is an applicant to be an employee of Convoso, you have certain rights under California law with respect to information collected by Convoso in the course and scope of its evaluation of your application.

The types of information Convoso collects and your rights with respect to that information are contained in Convoso's privacy policy, which you can review by going to https://www.convoso.com/privacy-policy/.

Remote Skills: Alliance/Partner Management, Analysis Skills, Apple, Artificial Intelligence (AI), Benchmarking, Call Center Evaluation, Call Center Telephony, Call Centers, Car Wash, Communication Skills, Continuous Improvement, Cross-Functional, Customer Experience, Customer Relations, Customer Relationship Management (CRM), Customer Satisfaction, Customer Support/Service, Diversity, Employee Assistance Plan, Flexible Spending Accounts, Food and Beverage Industry, Laptop PC, Life Insurance, Marketing, Multitasking, Partner Sales, Performance Tuning/Optimization, Presentation/Verbal Skills, Problem Solving Skills, Regulatory Compliance, Reimbursement, Risk Analysis, Risk Management, Sales, Sales Management, Sales Support, Software as a Service (SaaS), Strategic Planning, Team Building, Team Lead/Manager, Team Player, Technical Leadership, Technical Support, Thought Leadership, Vision Plan, Willing to Travel, ZenDesk undefined: Convoso