Senior Customer Success Manager
Tavus is an AI research lab and operating company focused on Human Computing, offering real-time human-like AI PALs, multimodal models, developer APIs, and a no-code PAL Maker.
About Tavus
Tavus builds foundational AI models for perception, conversational understanding, voice, and human rendering. Its current offerings include the Conversational Video Interface developer API, PAL Maker for no-code AI-human creation and deployment, and managed enterprise PAL solutions for use cases such as recruiting, healthcare, sales, education, and onboarding.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will own a portfolio of B2B customers and guide them through implementation, adoption, renewal, and expansion. You will build account plans, manage day-to-day communication, coordinate technical partners, track commitments, identify risks, and prepare renewals. You will also improve customer-success guidance, handoffs, onboarding practices, and playbooks.
Requirements
- Experience independently managing a portfolio of B2B customers through implementation, adoption, and renewal
- Experience with APIs, AI, infrastructure, developer tools, or another technical product
- Commercial judgment connecting product performance, usage, customer economics, sponsorship, and business value to retention and expansion
- Technical fluency to understand integrations, gather evidence, and work credibly with engineers
- Strong follow-through across multiple accounts and internal teams
- Clear writing and sound judgment in difficult customer conversations
- Ability to prioritize competing demands, challenge ineffective solutions, and set realistic expectations
- Experience improving processes and establishing useful structure
Responsibilities
- Own relationships, account plans, customer communication, and commercial readiness for an assigned customer portfolio
- Build implementation and account plans with milestones, owners, dependencies, and decision dates
- Coordinate onboarding with Sales and Customer Engineering
- Manage dependable customer communication and set clear next updates
- Drive adoption by identifying stalled implementations, weak engagement, and unrealized use cases
- Prioritize work across accounts based on customer impact, revenue, growth potential, urgency, and implementation complexity
- Coordinate technical work with Customer Engineering, Support, Product, and Engineering
- Prepare and execute renewals, including forecasting, recommendations, negotiation, and commercial approvals
- Identify qualified expansion opportunities and bring them to the appropriate commercial owner
- Maintain current account records covering objectives, implementation status, usage, sponsors, risks, commitments, and decisions
- Improve guidance, onboarding practices, adoption playbooks, and renewal playbooks
