Lead Customer Success Manager

As the global leader in AI-powered customer experience assurance, we help some of the world's most recognized brands deliver seamless, reliable, and engaging interactions across voice, digital, messaging, and AI-powered channels. Every year, our platform helps optimize hundreds of millions of customer journeys, ensuring businesses can confidently deliver exceptional experiences at scale.

As enterprises race to deploy agentic AI, the defining question is no longer whether AI can handle customer interactions, it’s whether those interactions can be trusted. Cyara is the confidence layer that answers that question, testing AI agents with AI agents to detect hallucinations, validate decisions, and ensure compliance before failures ever reach your customers.

Joining Cyara means helping shape the future of customer experience, partnering with some of the world’s biggest brands, and working alongside passionate, talented people who are committed to making every customer interaction better.

Sr. Customer Success Manager

We are seeking an exceptional Lead Customer Success Manager to join our team, preferably based on the West Coast or Pacific Time. This individual will play a critical role in building and maintaining strong relationships with our enterprise customers, ensuring they maximize the value of our solutions. If you're passionate about delivering exceptional customer experiences and are eager to contribute to a dynamic, growing team, we'd love to hear from you.

Let's talk about the role and responsibilities

• Own customer outcomes and ensure each customer receives value from Cyara’s solutions throughout their lifecycle
• Understand the value of Cyara to the customer and be able to articulate that through measurable ROI back to key stakeholders and executives
• Negotiate long-term renewals with keen attention to detail and with secured revenue uplift
• Act as a program manager throughout the entire customer journey including professional services engagements
• Understand the customer pain points and strategic objectives and how they can be solved with Cyara’s technology
• Build adoption and value plans with customers to set a long-term vision for success and growth
• Deliver insights based on customer and industry usage to identify areas for improvement, optimization and expansion
• Act as an escalation point when things are not going to plan
• Organize and host regular customer check-in meetings, onsite visits and Executive Business Reviews
• Coordinate and manage customer special requests & projects
• Serve as a technical bridge between stakeholders at all levels, translating complex product capabilities into strategic value for customer functional heads/ decision makers while providing hands-on technical guidance to end users and implementation teams
• Identify new opportunities within our existing customer base and grow revenue opportunities; Cross-sell & Upsell
• Travel may be required from time to time

Let’s talk about your skills/expertise

• Consistently delivers excellent customer experience: 7+ years of experience in a Customer Success Role
• Strategic mindsight with experience managing large midmarket and enterprise accounts. Able to capture Customer desired outcomes and translate into operational deliverables with tangible success metrics.
• Able to define Value with appropriate KPIs and can capture in a success plan with owners and timelines so that tangible value is delivered.
• Able to prepare and deliver business reviews to articulate value and build relationships. Adept at articulating value realized to customer senior management.
• Ability to take ownership to leverage internal resources to deliver customer outcomes, remove roadblocks, and continually amplify value.
• Demonstrated background in developing and managing relationships with internal sales teams and other stakeholder teams as required, e.g. professional services, product.
• Results focused and able to start with the end in mind (renewals) and work backward to ensure the correct trajectory for success.
• Comfortable with technical and operations conversations as it relates to our customer’s use cases and our products and services to add value to customer.
• Strong program management skills
• Strong analytical skills/ ability to identify patterns and spot trends
• Previous experience working in a SaaS environment, or telecoms would be a distinct advantage
• Knowledge of testing, the software development lifecycle desirable
• Bachelor's degree in a related discipline is desirable

You Are

• Organized
• Process-driven
• Shows initiative
• Customer Focused
• Articulate and confident
• A communicator
• A problem solver