Sr. Customer Success Manager
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Job Location:
Monthly Salary:
Posted on:
8 hours ago
Vacancies:
1 Vacancy
Job Summary
Cyara is the global leader in AI-powered customer experience assurance committed to eradicating bad CX. As the only unified platform for continuous testing and monitoring across voice digital messaging and conversational AI channels Cyara empowers hundreds of the worlds leading brands to optimize more than 350 million customer journeys every year. With enterprises rapidly deploying agentic AI systems that adapt learn and make autonomous decisions in real time Cyara provides the assurance layer that turns pilots into production-ready deploymentstesting AI agents with AI agents to catch what scripts cant. From full journey visibility to AI governance trust validation and compliance Cyara ensures every touchpoint works flawlessly and every AI interaction solves customer problems while delighting them in the process. Cyara helps businesses deliver secure friction-free and high-quality CX at scale.Interested to find out more about us Check out:
Cyaras Values:
At Cyara our values shape everything we do. Were passionate about Delivering Excellence by putting the customer first collaborating globally and always striving to improve. We take smart risks and Innovate Boldly setting new standards and learning from every experience. Integrity First is our cornerstonewe value humility authenticity and respect for diversity building trust in all we do. We Embrace Curiosity by empowering you to experiment learn and grow in a dynamic environment. At Cyara our values drive us forward shaping a culture where innovation and excellence thrive.
Cyaras Diversity Equity Inclusive and Belonging:
At Cyara we are dedicated to fostering a workplace that embodies equal opportunity and champions diversity equity inclusion and belonging (DEIB). We strive to cultivate an environment where every individual feels valued respected and empowered to bring their whole selves to work contributing unique perspectives and talents. Our commitment includes continuously evaluating and enhancing our policies practices and culture to align with our DEIB principles. We ensure a discrimination-free environment where individuals are evaluated solely on their merits and abilities regardless of legally protected statuses such as sex race color ethnicity national origin age religion disability sexual orientation gender identity veteran status or medical condition. By celebrating our differences and championing inclusivity we enrich our organization make more thoughtful decisions and drive collective success.
Sr. Customer Success Manager
We are seeking an exceptional Sr. Customer Success Manager to join our team preferably based on the West Coast or Pacific Time. This individual will play a critical role in building and maintaining strong relationships with our enterprise customers ensuring they maximize the value of our solutions. If youre passionate about delivering exceptional customer experiences and are eager to contribute to a dynamic growing team wed love to hear from you.
Lets talk about the role and responsibilities:
- Own customer outcomes and ensure each customer receives value from Cyaras solutions throughout their lifecycle
- Understand the value of Cyara to the customer and be able to articulate that through measurable ROI back to key stakeholders and executives
- Negotiate long-term renewals with keen attention to detail and with secured revenue uplift
- Act as a program manager throughout the entire customer journey including professional services engagements
- Understand the customer pain points and strategic objectives and how they can be solved with Cyaras technology
- Build adoption and value plans with customers to set a long-term vision for success and growth
- Deliver insights based on customer and industry usage to identify areas for improvement optimization and expansion
- Act as an escalation point when things are not going to plan
- Organize and host regular customer check-in meetings onsite visits and Executive Business Reviews
- Coordinate and manage customer special requests & projects
- Serve as a technical bridge between stakeholders at all levels translating complex product capabilities into strategic value for customer functional heads/ decision makers while providing hands-on technical guidance to end users and implementation teams
- Identify new opportunities within our existing customer base and grow revenue opportunities; Cross-sell & Upsell
- Travel may be required from time to time
Lets talk about your skills/expertise:
- Consistently delivers excellent customer experience: 5 years of experience in a Customer Success Role
- Strategic mindsight with experience managing large midmarket and enterprise accounts. Able to capture Customer desired outcomes and translate into operational deliverables with tangible success metrics.
- Able to define Value with appropriate KPIs and can capture in a success plan with owners and timelines so that tangible value is delivered.
- Able to prepare and deliver business reviews to articulate value and build relationships. Adept at articulating value realized to customer senior management.
- Ability to take ownership to leverage internal resources to deliver customer outcomes remove roadblocks and continually amplify value.
- Demonstrated background in developing and managing relationships with internal sales teams and other stakeholder teams as required e.g. professional services product.
- Results focused and able to start with the end in mind (renewals) and work backward to ensure the correct trajectory for success.
- Comfortable with technical and operations conversations as it relates to our customers use cases and our products and services to add value to customer.
- Strong program management skills
- Strong analytical skills/ ability to identify patterns and spot trends
- Previous experience working in a SaaS environment or telecoms would be a distinct advantage
- Knowledge of testing the software development lifecycle desirable
- Bachelors degree in a related discipline is desirable
You Are:
- Organized
- Process-driven
- Shows initiative
- Customer Focused
- Articulate and confident
- A communicator
- A problem solver
Agencies:Thanks but weve got this one! Please no phone calls or emails to any employees of Cyaraoutside of the Talent Acquisition team. Cyaraspolicy is to only accept resumes from Agencies via theCyaraAgency Portal. Agencies must have a valid fee agreement inplaceand they must have been assigned the specific requisition to which they submit resumes by the Cyara Talent Acquisition team before submitting any CVs. Any resume submitted outside of this process will be deemed the sole property of Cyara and in the event a candidate is submitted outside of this policy is hired no fee or payment of any kind will be paid
We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.
Required Experience:
Manager
Key Skills
- Bidding
- Business Solutions
- ABAP
- Business Operations
- Business Sales
- Corporate Marketing
About Company
Elevate your customer experience strategy with our AI-led CX transformation platform. Explore the future of customer experience innovation.
