Sr. Customer Success Manager

Cyara is the global leader in AI-powered customer experience assurance, committed to eradicating bad CX. As the only unified platform for continuous testing and monitoring across voice, digital, messaging, and conversational AI channels, Cyara empowers hundreds of the world’s leading brands to optimize more than 350 million customer journeys every year. With enterprises rapidly deploying agentic AI systems that adapt, learn, and make autonomous decisions in real time, Cyara provides the assurance layer that turns pilots into production-ready deployments—testing AI agents with AI agents to catch what scripts can’t. From full journey visibility to AI governance, trust validation, and compliance, Cyara ensures every touchpoint works flawlessly and every AI interaction solves customer problems while delighting them in the process. Cyara helps businesses deliver secure, friction-free, and high-quality CX at scale. Interested to find out more about us?  Check out:  www.cyara.com

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

Consistently delivers excellent customer experience: 5+ 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

Organized

Process-driven

Shows initiative

Customer Focused

Articulate and confident

A communicator

A problem solver