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 and 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, MA, NC, NJ, NV, OH, PA, TX, UT, VA.

The Job:

As a Customer Success Manager, you’ll be managing a group of 30 to 40 clients in Convoso’s fast growth segment. Key priorities include proactively managing risk and driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio.

What You'll Be Doing:

• Establish meaningful strategic partnerships with our clients, to ensure valuable outcomes and experiences for their organization and their customers.
• Identify, deliver and communicate ROI for our clients, throughout the customer lifecycle.
• Serve as the customer’s trusted partner on use-case and Customer Success industry best practices.
• Build relationships with key stakeholders in the customer’s organization to enable an outstanding end-to-end customer experience and to identify and take immediate action on any potential risk or concerns.
• Create customer deliverables (presentations, business process enhancements, strategy recommendations and updates) focused on senior executives to ensure Convoso is aligned with their priorities and goals.
• Work cross-functionally within Convoso to identify opportunities and risks, and to present recommendations and solutions to the customer.
• Serve as an important source for information regarding the customer’s business needs and provide internal feedback, working closely with other internal cross-functional stakeholders, as well as leadership.
• Partner internally with Account Executives to identify potential cross-sell and upsell opportunities and to enable seamless renewals.
• Represent Convoso as a domain and product expert in customer interactions, industry and corporate events, and online in both customer-facing and internal communities.
  
  
  

Who You Are:

• 5+ years as a CSM in a SaaS environment (Call center, performance marketing, and/or telephony experience - strongly preferred).
• Familiar with CRM platforms (such as Totango, Gainsight or Churnzero) user interfaces and the general hierarchy of account management.
• Proficient with tools like Excel, Word, G-suite, Confluence, Zendesk etc.
• Capable of online presenting and demoing software.
• Able to gather empirical data to create an objective case analysis .
• Proactive with client engagement, projects, and communication.
• Organized and able to execute objectives in a timely manner.
  
  
  

Work Perks Worth The Hype:

• Competitive compensation package
• Stock options
• 100% covered premiums for employees; Medical, Dental, Basic life insurance, Long term disability
• Affordable Vision plan and optional FSA
• PTO, Paid Sick Time, Holidays, Bereavement time, Parental Leave
• Your birthday off
• 401k program with generous company match
• No cost Employee Assistance Program and Travel Assistance
• Monthly Gym membership reimbursement
• Monthly credits toward food & beverage
• Company Outings
• On and offsite team building events
• Paid training for departments
• Apple laptop (most roles)
• And a team of highly experienced and kind colleagues!
  
  
  

HQ Office:

• Casual office environment & dress
• Daily catered lunches
• Fully stocked kitchen (Dietary restriction-friendly)
• Happy Hours
• Monthly Massages
• On-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/.

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.