Sr. Customer Success Manager

Job description

As the global leader in AI-powered customer experience assurance, we help some of the world's most recognized brands deliver seamless, reliable, and engaging interactions across voice, digital, messaging, and AI-powered channels. Every year, our platform helps optimize hundreds 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 interactions, it’s whether those interactions can be trusted. Cyara is the confidence layer that answers that question, testing AI agents with AI agents to detect hallucinations, validate decisions, and ensure compliance before failures ever reach your customers. Joining Cyara means helping shape the future of customer experience, partnering with some of the world’s 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 Sr. Customer Success Manager to join our team. 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 you're passionate about delivering exceptional customer experiences and are eager to contribute to a dynamic, growing team, we'd love to hear from you. ### Let's talk about the role and responsibilities: • Own customer outcomes and ensure each customer receives value from Cyara’s 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 • 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 Cyara’s 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 • Identify new opportunities within our existing customer base and grow revenue opportunities; Cross-sell & Upsell • Travel may be required from time to time ### Let’s 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, multinational accounts • Can have strategic conversations with and confident presenting to senior customer executives • Able to coordinate and mobilize internal resources to deliver customer outcomes, including coordinating across time zones with global teams (Sales, Product, Support, Professional Services) • Proven ability to operate independently as the sole CSM in a region, exercising sound judgement on prioritization, escalation, and resourcing without daily oversight • Self-starter who builds structure and process where none exists, rather than waiting for direction • Experience navigating cultural and business nuances across APAC markets, adapting engagement style to local customer expectations • Demonstrated background in developing and managing commercial relationships • Proven track record of meeting and exceeding targets • Strong technical acumen to add value to customer discussions and translate product strengths into business value • Genuine enthusiasm for AI and emerging technology, with a track record of adopting AI tools in your own workflow and comfort discussing AI-driven use cases with customers • 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 • Bachelor's degree in a related discipline is desirable ### You Are: • Organized • Process-driven • Self-directed and comfortable working autonomously • Customer Focused • Articulate and confident • A communicator • A problem solver