Customer Success Manager

About Us Avoma was founded with the belief that all of us have a love-and-hate relationship with meetings. When meetings are run effectively, people collaborate on great ideas, achieve alignment and ultimately make faster progress on their desired goals. But when meetings are run poorly, valuable time is wasted, information discussed is lost and scattered across multiple tools, desired goals are not achieved, and in the end, people blame each other.

The reality is, a majority of meetings are still run very poorly today. We believe that with the right blend of Human Intelligence and advancements in Artificial Intelligence, we can make meetings more productive and get more value from the information discussed in every conversation.

Join us in revolutionizing meetings through AI!

Your Impact As a CSM at Avoma, you will be the strategic partner to our customers, ensuring they maximize the value of Avoma’s AI-powered platform. Your role is critical to retention, expansion, and customer advocacy. You’ll help customers succeed, solve challenges proactively, and identify growth opportunities while driving renewals and expansions.

What You’ll Do

• Own and manage customer relationships across the USA & EU regions.
• Drive customer retention & expansion by delivering a stellar customer experience.
• Conduct customer onboarding, product training, and quarterly business reviews (QBRs).
• Identify upsell and cross-sell opportunities to drive account growth.
• Analyze customer usage data to proactively address risks and improve adoption.
• Act as the voice of the customer, collaborating with Product, Sales, and Marketing.
• Solve complex customer problems with a data-driven, analytical approach.
• Manage multiple accounts, ensuring customers achieve success milestones.
• Handle escalations and proactively address potential churn risks.
• Collaborate with the engineering and development team to troubleshoot technical issues raised by customers.

What We’re Looking For

• 2 - 4 years of experience as a Customer Success Manager in SaaS (preferably in US-based SaaS companies).
• Proven track record in customer retention, expansion, and revenue growth.
• Strong data, analytics, and problem-solving skills to drive insights and recommendations.
• Excellent spoken & written English with modern, effective communication.
• Ability to own customer relationships and proactively drive results.
• Experience working with USA & EU customers.
• A driver’s mindset – takes initiative, thrives on hitting (and exceeding) targets.
• Based in Pune – comfortable with hybrid work (office + remote in evenings).
• Neutral accent – can communicate effortlessly with global customers, has undergone accent training.
• Knowledge of Artificial Intelligence technologies and tools.
• The ability to be truly consultative in your approach with customers.
• Familiarity with tools (e.g. Intercom, slack, HubSpot, Salesforce, Mixpanel, Amplitude)

How Will You Stand Out In Your Application

• Loom Video Submission: Show us your personality! Record a short (1–2 min) introduction telling us why you’re excited about Avoma and how you’ve succeeded in previous roles. (A link in your application is perfect.)

Compensation & Benefits

• Competitive & transparent salary: INR 17,50,000 - 22,50,000 (DOE)
• Flexible Work Environment: We value outcomes over clock-ins; collaborate from our Pune office with hybrid flexibility.

Location: Pune (Hybrid: Office + Work From Home)

Timings: Flexible Hours

• 2 PM to 7 PM IST (Pune Office)
• 9 PM to 2 AM IST (From Home)

Our Values Transparency We value transparency as the key to a culture of trust. We strive to be honest in all communication, because we believe that better context leads to better decisions. Transparency is not oversharing, or betraying privacy. It’s about stripping away anything that gets in the way of clarity and truth so that we reduce uncertainty, build trust, and foster accountability.

Curiosity We see curiosity as the root of innovation at Avoma. We perceive what exists, question why, and explore what it could be. We take time for inquisitiveness and playfulness, and avoid assumptions that hinder our ability to imagine and grow.

Gratitude We believe that intentional gratitude makes our journey joyful. We approach every interaction with optimism, and we express thankfulness to each other, our families, our customers, and investors.