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Senior Customer Success Manager

Tavus· Customer Success
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San FranciscoFull-timePosted 4d ago

About the role

Tavus customers build products and experiences with conversational AI. From contract to deployment, this role partners with customers to define priorities, create implementation plans, drive adoption, and manage renewals.

Responsibilities

  • 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, collaborate with Sales and Customer Engineering to carry the buying context into onboarding. For existing customers, reconstruct missing context and reset the plan where needed.
  • Run dependable customer communication. Acknowledge requests, clarify impact, secure the right internal owner, and set the next update. Keep customers informed when answers or delivery dates change.
  • Drive adoption and customer value. Identify stalled implementations, weak engagement, and unrealized use cases. Determine root cause and coordinate practical interventions.
  • Prioritize across accounts. Allocate attention using customer impact, revenue, growth potential, urgency, and implementation complexity; make explicit tradeoffs when capacity is exceeded.
  • Coordinate technical work. Provide context to Customer Engineering, Support, Product, and Engineering; track work through a verified answer or agreed next step.
  • Run renewal preparation and execution for assigned accounts. Understand renewal intent, maintain an evidence-based forecast, and coordinate the process with collaboration from the Customer Lead and Sales.
  • Identify credible expansion opportunities. Connect additional use cases to buyers and business outcomes, bringing qualified opportunities to the appropriate commercial owner.
  • Maintain an actionable account record. Track business objectives, implementation status, usage, sponsor, risks, commitments, and next decision.
  • Improve how we operate. Turn recurring questions and interventions into reusable guidance, onboarding practices, and playbooks; surface product/documentation gaps with evidence of impact.

Qualifications

  • Experience independently managing a portfolio of B2B customers through implementation, adoption, and renewal.
  • Experience with APIs, AI, infrastructure, developer tools, or another technical product where customer implementation materially affects success.
  • Ability to enter an account with incomplete information, ask focused questions, and establish a coherent plan.
  • Commercial judgment: connect product performance, usage, customer economics, sponsorship, and business value to retention and expansion.
  • Strong follow-through across several accounts and internal teams; keep commitments visible and know when to escalate.
  • Clear writing and sound judgment in difficult customer conversations; communicate uncertainty honestly and tailor detail to audience.
  • Enough technical fluency to understand an integration, gather useful evidence, and work credibly with engineers (production software development not required).
  • Evidence of prioritizing competing demands, challenging ineffective proposed solutions, and setting realistic expectations while maintaining trust.
  • Comfort improving processes and establishing useful structure without waiting for a finished playbook.

Benefits

  • Not specified in the description
Last updated Oct 21, 2026. Interested? Apply on the company site.
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About Tavus

Meet the PALs

Tavus introduces PALs: AI humans that remember, empathize, and grow with you. They move fluidly between chat, voice, and video, making AI finally feel human.

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