Senior Manager, Customer Success
At a glance
Senior Customer Success role at otterai. San Francisco · $195,000–$231,000 OTE.
Growth Roles summary, based on the employer's posting.
What you'll do
- Lead and coach CSMs and Technical Delivery Managers while setting standards for strong performance
- Manage complex enterprise accounts, earning executive trust and steering renewal conversations
- Own retention, expansion, and time-to-value results through programs that improve customer outcomes
- Build repeatable lifecycle processes that turn initial deployments into lasting partnerships
- Bring customer needs to Sales, Product, and Engineering to influence roadmaps and resolve alignment gaps
What you bring
- At least five years leading SaaS Customer Success or Account Management teams
- A measurable record of retaining and expanding enterprise customer accounts
- Experience working with Sales, Product, and Engineering without relying on formal authority
- Strong interest in applying AI to improve team operations and customer engagement
Who this fits
You’ll suit a senior people leader who can manage enterprise relationships, use data to guide decisions, and maintain a human approach with customers. The role is based in the San Francisco Bay Area and requires three office days each week. You’ll work in a fast-changing setting where customer processes are still being developed.
From the employer
The Opportunity
Otter.ai just crossed 1 billion meetings transcribed. The enterprise motion is accelerating, and we're building the CS organization that will take us to the next level. This is your chance to help shape what enterprise Customer Success looks like at one of the most consequential AI companies in the world.
We're looking for a Sr. Manager, Customer Success who's ready to own it — someone who builds with conviction, leads with empathy, and knows how to turn a great product into a long-term customer partnership. You'll lead a team, influence company strategy, and leave a real mark on how Otter grows.
This role is based in the San Francisco Bay Area (hybrid, 3 days/week in office).
What You'll Do
- Build and lead a high-performing team. Coach CSMs and Technical Delivery Managers, set the bar for excellence, and create an environment where people do the best work of their careers.
- Own the enterprise relationship. You'll manage complex, multi-stakeholder accounts — building executive trust, navigating renewals, and turning happy customers into champions.
- Drive real outcomes. Retention, expansion, time-to-value — you'll own the metrics that matter and build the programs that move them.
- Create the playbook. Design scalable lifecycle processes that turn a strong first deployment into a multi-year partnership, and make consistency look effortless across the customer base.
- Be the voice of the customer internally. Partner with Sales, Product, and Engineering to shape roadmap decisions, close alignment gaps, and make sure what we build actually solves what customers need.
- Use AI the way we build it. Leverage AI-driven insights to spot risk earlier, personalize engagement at scale, and give your team superpowers.
What You Bring
- You've led CS or Account Management teams in SaaS for 5+ years and have strong opinions about what great looks like.
- You have a proven track record growing and retaining enterprise accounts — and the metrics to show it.
- You're deeply data-driven but never lose sight of the human side of the relationship.
- You've worked cross-functionally with Sales, Product, and Engineering and know how to get things done without formal authority.
- You're genuinely excited about AI — not just as a product category, but as a way to rethink how your team operates.
- You thrive in fast-moving environments where the playbook is still being written.
About Otter.ai
We are in the business of shaping the future of work. Our mission is to make conversations more valuable. With over 1B meetings transcribed, Otter.ai is the world’s leading tool for meeting transcription, summarization, and collaboration. Using artificial intelligence, Otter generates real-time automated meeting notes, summaries, and other insights from in-person and virtual meetings - turning meetings into accessible, collaborative, and actionable data that can be shared across teams and organizations. The company is backed by early investors in Google, DeepMind, Zoom, and Tesla.Otter.ai is an equal opportunity employer. We proudly celebrate diversity and are committed to building an inclusive and accessible workplace. We provide reasonable accommodations for qualified applicants throughout the hiring process.
Accessibility & Accommodations
Otter.ai is committed to providing reasonable accommodations for candidates with disabilities in our hiring process. If you need assistance or an accommodation during any stage of the recruitment process, please contact hr@otter.ai at least 3 business days before your interview.*Otter.ai does not accept unsolicited resumes from 3rd party recruitment agencies without a written agreement in place for permanent placements. Any resume or other candidate information submitted outside of established candidate submission guidelines (including through our website or via email to any Otter.ai employee) and without a written agreement otherwise will be deemed to be our sole property, and no fee will be paid should we hire the candidate
Salary Range
OTE range: $195,000 - 231,000 USD per year.
This salary range represents the low and high end of the estimated salary range for this position. The actual base salary offered for the role is dependent on several factors. Our base salary is just one component of a comprehensive total rewards package.
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