[Remote] Customer Success Manager

Convoso is a leading AI-powered contact center platform purpose-built for revenue teams. Since 2006, Convoso has remained at the forefront of innovation, consistently developing solutions to drive customer growth while supporting adherence to regulatory standards. Who We Are: While headquartered in Los Angeles, the Convoso team can be found around the globe working in either a hybrid or remote capacity. Awarded as a "best place to work" company, our culture fosters team integrity, positive persistence, and continuous growth. Our core platform powers successful sales teams across multiple industries, giving our customers a competitive edge and streamlined productivity. With built-in Al and automations, our product is a premium offering in a competitive space. We continue to grow our product capabilities to better serve our current customers and to expand into newer markets. Convoso is looking for people who are excited about technology and innovation. We are a company of motivated team players with diverse backgrounds driving accelerated growth in a supportive, positive culture. Most roles at Convoso function as “hybrid” with some opportunities for travel to in-person business events and company meetings. For remote positions, Convoso’s U.S. hiring is open to candidates who are residents of the following states: AL, AZ, CA, CO, CT, FL, GA, IL, IN, KY, MA, MI, NC, NJ, NV, NY, OH, PA, SC, TX, UT, VA. The Job: At Convoso, we believe great Customer Success Managers don’t just support customers, they empower them to succeed, scale, and thrive. If you’re passionate about delivering value, building strong relationships, and driving measurable impact, this is your opportunity to make a difference. Responsibilities summary: Own customer outcomes: Partner with customers to define, track, and achieve business goals that demonstrate ongoing value from Convoso Drive retention and expansion: Proactively identify growth opportunities, engage executive stakeholders, and lead renewal strategies across your portfolio Deliver strategic guidance: Apply deep knowledge of contact center best practices to help customers optimize performance and execution Engage across the lifecycle: Lead all post-implementation activities through a blend of high-touch engagement, digital communication, and scalable programs Build strong relationships: Develop trusted partnerships with key stakeholders, from end users to executive sponsors Mitigate risk early: Identify potential challenges and take action to ensure customer health and satisfaction Advocate for customers: Serve as the voice of the customer internally, contributing to product feedback and continuous improvement Collaborate cross-functionally: Partner closely with Sales, Support, Technical Account Managers, and Implementation teams to deliver a seamless customer experience Create impactful deliverables: Develop presentations, strategic recommendations, and business reviews tailored to diverse audiences Represent Convoso: Act as a thought leader in customer interactions, industry events, and internal initiatives Who You Are: 5+ years of Customer Success experience in a SaaS environment (Contact center, telephony, or performance marketing experience strongly preferred) Strong familiarity with CRM/CS platforms such as Vitally, Totango, or Gainsight Proven ability to manage a book of business and drive retention and expansion Exceptional organizational, analytical, and problem-solving skills Ability to manage multiple priorities in a fast-paced, high-growth environment Strong communication and presentation skills with customer-facing experience A proactive, self-driven mindset with a focus on outcomes Ability to build trust and collaborate effectively across teams Skilled at navigating customer challenges with professionalism and resilience Proficiency in tools such as Excel, Google Workspace, Confluence, Zendesk, etc. Willingness to travel occasionally (approximately 1–2 times per quarter) Work Perks Worth The Hype: Competitive compensation package Stock options 100% covered premiums for employees; Medical, Dental, Basic life insurance, Long term disability Affordable Vision plan and optional FSA PTO, Paid Sick Time, Holidays, Bereavement time, Parental Leave Your birthday off 401k program with generous company match No cost Employee Assistance Program and Travel Assistance Monthly Gym membership reimbursement Monthly credits toward food & beverage Company Outings On and offsite team building events Paid training for departments Apple laptop (most roles) And a team of highly experienced and kind colleagues! HQ Office: Casual office environment & dress Daily catered lunches Fully stocked kitchen (Dietary restriction-friendly) Happy Hours On-site Car Wash Free Parking Compensation: The base salary range is: $75,000 - $90,000 The Base Pay Range for this position is based on the industry benchmark for position, function, level and the company's compensation strategies. However, final offers may vary from the amount listed based on geography, candidate experience and expertise, and other objective business. Convoso’s compensation package also includes equity for all eligible U.S full time roles and exceptional benefits, including generous 401k match. Your California Privacy Rights: As a California resident who is an applicant to be an employee of Convoso, you have certain rights under California law with respect to information collected by Convoso in the course and scope of its evaluation of your application. The types of information Convoso collects and your rights with respect to that information are contained in Convoso’s privacy policy, which you can review by going to https://www.convoso.com/privacy-policy/ .