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Tavus is building a conversational AI platform for product teams. This Senior Customer Success Manager role owns a portfolio of B2B customers through implementation, adoption, and renewal cycles.
You will report to the Customer Lead and manage day-to-day relationships with customers deploying conversational AI products. Your responsibilities include:
- Building and maintaining relationships with key stakeholders across customer organizations (users, implementers, buyers).
- Translating customer business objectives into concrete implementation plans with clear milestones, owners, and decision dates.
- Running reliable customer communication: acknowledging requests, clarifying impact, securing internal ownership, and proactively updating customers when timelines or answers change.
- Driving adoption by identifying stalled implementations, weak engagement, and unrealized use cases; determining root causes (product, implementation, capacity, sponsorship, fit) and coordinating practical interventions.
- Prioritizing across your portfolio using customer impact, revenue, growth potential, urgency, and implementation complexity.
- Coordinating technical work with Customer Engineering, Support, Product, and Engineering by providing clear context and tracking issues to resolution.
- Managing renewal preparation and execution: understanding renewal intent early, maintaining evidence-based forecasts, developing recommendations, and coordinating through decision with the Customer Lead and Sales.
- Identifying expansion opportunities by connecting additional use cases to buyers, business outcomes, and feasible deployment paths.
- Maintaining accurate account records: business objectives, implementation status, usage, sponsorship, risks, commitments, and next decisions.
- Improving operations by turning recurring questions and successful interventions into reusable guidance, playbooks, and documentation.
This is a hands-on individual contributor role with meaningful independence. You will inherit existing portfolios with unfinished work, build trust, and establish clear plans. You own the relationship, account plan, customer communication, and commercial readiness of your assigned accounts. You work closely with Customer Engineering (who own technical implementation), Product, and Engineering (who own platform fixes) to keep work moving and make unresolved decisions visible.
Success milestones: By 30 days, you understand your portfolio, meet key stakeholders, and can articulate each account's current state, blockers, and next steps. By 60 days, you independently run customer cadence with shared plans, visible risks, and clear renewal recommendations. By 90 days, routine communication and coordination proceed without direction, commitments have named owners and checkpoints, technical issues reach the right team with useful context, and recurring problems drive improvements to processes.
REQUIREMENTS:
- Demonstrated experience independently managing a portfolio of B2B customers through implementation, adoption, and renewal.
- Experience with APIs, AI, infrastructure, developer tools, or other technical products where customer implementation materially affects success.
- Ability to enter an account with incomplete information, ask focused questions, and establish a coherent plan.
- Commercial judgment: connecting product performance, usage, customer economics, sponsorship, and business value to retention and expansion.
- Strong follow-through across multiple accounts and internal teams; keeping commitments visible and recognizing when stalled next steps require escalation.
- Clear writing and sound judgment in difficult customer conversations; communicating uncertainty honestly, bringing bad news early, and adapting detail to audience.
- Technical fluency sufficient to understand integrations, gather useful evidence, and work credibly with engineers (production software development not required).
- Demonstrated ability to prioritize competing demands, challenge ineffective solutions, and set realistic expectations while maintaining trust.
- Comfort improving processes while using them; establishing useful structure without waiting for a finished playbook.
- Relevant experience may come from Customer Success, technical account management, implementation, or another customer-facing role with substantial account responsibility.
