Lead Customer Success Manager

Job Location:

Hyderabad - Pakistan

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

The job posting is outdated and position may be filled

Job Summary

As the global leader in AI-powered customer experience assurance we help some of the worlds most recognized brands deliver seamless reliable and engaging interactions across voice digital messaging and AI-powered channels. Every year our platform helpsoptimizehundreds of millions of customer journeys ensuring businesses can confidently deliver exceptional experiences at scale.

As enterprises race to deploy agentic AI the defining question is no longer whether AI can handle customer interactionsitswhether those interactions can be trusted. Cyara is the confidence layer that answers that question testing AI agents with AI agents to detect hallucinationsvalidatedecisions and ensure compliance before failures ever reach your customers.

Joining Cyara means helping shape the future of customer experience partnering with some of the worlds biggest brands and working alongside passionate talented people who are committed to making every customer interaction better.

Sr. Customer Success Manager

We are seeking an exceptional Lead 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: 7 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

Why you should join us:

Looking for a place where your ideas matter your growth is accelerated and your work creates real impact Welcome to Cyara.

Were building the assurance layer that gives enterprises the confidence to deploy agentic AI at scale with a global team that values curiosity collaboration and continuous learning. Whether youre launching new ideas solving complex problems or learning from talented colleagues across the world youll be surrounded by people who challenge and support you to do your best work.

At Cyara inclusivity isnt a buzzword its part of who we are. We foster a culture where everyone feels seen heard and empowered to contribute. Pair that with competitive pay comprehensive benefits flexible work options recognition programs and a strong focus on employee well-being and youve got a workplace designed for both success and fulfilment.

Big opportunities. Real impact. Amazing people. Thats the Cyara experience.

Cyaras Diversity Equity Inclusive and Belonging Statement:

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.

Cyaras Values Statement:At Cyara our values shape everything we aboutDelivering Excellenceby putting the customer first collaborating globally and always striving to improve. We take smart risks andInnovate Boldly setting new standards and learning from every experience.Integrity Firstis our cornerstonewe value humility authenticity and respect for diversity building trust in all we do. WeEmbrace Curiosityby 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.

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 and identifying potential inconsistencies or verification signals in application materials based on available information. 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

Sr. Customer Success Manager

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: 7 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