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[Remote] Customer Success Manager

Convoso -
Remote

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Job Details

Full-time
$75,000 - $90,000 a year

Benefits

Free parking
Paid training
Stock options
Paid holidays
Disability insurance
Health insurance
Dental insurance
Flexible spending account
Happy hour
Paid time off
Parental leave
Snacks provided
Employee assistance program
401(k) matching
Gym membership
Life insurance
Paid sick time

Qualifications

Customer communication
Experience with SaaS (as product category for technical sales engineers)
SaaS

Full Job Description

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. Convoso currently employs remote team members in several U.S. states, including AL, AZ, CA, CO, CT, FL, GA, IL, IN, KY, MA, MI, NC, NJ, NV, NY, OH, PA, SC, TX, UT, VA. We welcome applications from candidates across the United States. Employment in states where Convoso is not currently registered may require additional review and setup before employment can begin.

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/.

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