Senior Customer Success Manager

Tavus customers are building products and experiences with conversational AI. Getting from a signed contract to a successful deployment takes more than access to the platform. Customers need clear priorities, a workable implementation plan, and a partner who understands what they are trying to accomplish.

You will report to our Customer Lead and take ownership of an existing portfolio of customers, helping them move through implementation, adoption, and renewal. You will run the day-to-day relationship, coordinate technical partners, and keep customer commitments moving.

This is a hands-on individual contributor role with meaningful independence. Your portfolio will include ongoing implementations and established customers between renewal cycles. You will inherit unfinished work, build trust with customers, and establish a clear plan for what happens next.

• Own your portfolio. Build relationships with the people using, implementing, and buying Tavus. Understand their business objectives, success criteria, decision process, and reasons to renew.
• Turn customer goals into working plans. Establish milestones, owners, dependencies, and decision dates. For new customers, work with Sales and Customer Engineering to carry the buying context and agreed scope into onboarding. For existing customers, reconstruct missing context and reset the plan where needed.
• Run dependable customer communication. Acknowledge requests, clarify their impact, secure the right internal owner, and set the next update. Keep customers informed when answers or delivery dates change, without requiring them to chase.
• Drive adoption and customer value. Identify stalled implementations, weak engagement, and unrealized use cases. Determine whether the constraint is product quality, implementation, customer capacity, sponsorship, or fit, and coordinate a practical intervention.
• Prioritize across accounts. Allocate attention using customer impact, revenue, growth potential, urgency, and implementation complexity. Make tradeoffs explicit when competing requests exceed available capacity.
• Coordinate technical work. Give Customer Engineering, Support, Product, and Engineering useful context: what the customer is experiencing, what they have tried, what is blocked, and why it matters. Track the work through a verified answer or agreed next step.
• Run renewal preparation and execution for assigned accounts. Understand renewal intent early, maintain an evidence-based forecast, develop a recommendation, and coordinate the process through a decision. Partner with the Customer Lead and Sales on negotiation and commercial approvals.
• Identify credible expansion opportunities. Connect additional use cases to a buyer, a business outcome, and a feasible deployment path. Bring qualified opportunities to the appropriate commercial owner.
• Maintain an actionable account record. Keep the business objective, implementation status, usage, sponsor, risks, commitments, and next decision current. Distinguish progress from completion and customer interest from an agreed commitment.
• Improve how we operate. Turn recurring questions and successful interventions into reusable guidance, onboarding practices, and adoption and renewal playbooks. Surface product and documentation gaps with evidence of their customer impact.

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