[Remote] Customer Success Manager

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

Compe…