Overview
Senior Customer Success Manager – Evergreen Jobs in United States at Swooped
Title: Senior Customer Success Manager – Evergreen
Company: Swooped
Location: United States
Swooped is a Talent Platform (not a staffing agency). We are not the employer for this role and do not make hiring decisions. Clicking "Apply" takes you to Swooped to review the role and hiring company details.
About the Opportunity
The company is an AI Agents platform for customer experience, designed to help organizations deliver faster, smarter, and more efficient customer service at scale. The platform enables businesses to deploy specialized AI agents that autonomously execute work across the full CX lifecycle—from handling customer conversations to supporting frontline teams and optimizing operations.
Each AI agent is purpose-built for a specific role, equipped to understand context, make decisions, take action, and continuously improve outcomes. This allows organizations to increase resolution speed, elevate service quality, and reduce operational costs while empowering frontline teams to focus on higher-value work.
Built on a CX-native foundation, the platform helps leading brands improve customer satisfaction, boost agent productivity, and deliver consistent, scalable performance across every customer interaction.
Why Join the Team
The organization is seeking a Senior Customer Success Manager to lead adoption, value realization, and long-term partnership across a portfolio of strategic enterprise accounts. In this role, the individual will partner with senior contact center leaders and executive stakeholders to transform how organizations operate by deploying AI agents, copilots, and conversational intelligence that drive sustained, measurable business impact.
As a trusted strategic advisor, the individual will guide customers through complex change, accelerate time-to-value, and ensure the platform becomes embedded in their operating model. This role will also play a critical part in shaping how Customer Success scales within the organization by defining best practices, influencing platform adoption strategies, and helping build the foundation for enterprise-grade success in a fast-growing AI company.
What You'll Be Doing
- Driving process change and product adoption through change management, executive level relationships, project management, and training enablement
- Monitoring customer health across the customer journey and taking data driven actions to influence the right behavior
- Conducting Quarterly Business Reviews at an executive level to demonstrate qualitative and quantitative value
- Championing and owning customer retention and partnering with Account Managers on upsells
- Advocating for customer needs and educating them on adopting new features as the product continues to be enhanced
- Confidently working in an ambiguous environment – the organization is a fast-moving startup!
- Collaborating internally and externally to solve pain points for customers
- Providing key contributions to help grow and scale the Customer Success organization
What You Bring To The Role
- 5-7 years of experience owning clients in a CSM capacity for a SaaS solution, with proof of value add
- Proven track record of managing enterprise-level or strategic customer accounts.
- Ability to uncover customer business needs and align usage of the SaaS product to meet those needs
- Strong understanding of SaaS business models, customer success methodologies, and customer lifecycle management.
- Ability to build trusted relationships at all organizational levels.
- Excellent communication, presentation, and interpersonal skills.
- Proactive problem-solver with strong organizational and project management skills.
- Data-driven, process-oriented individual who can point to ways they’ve up-leveled the product / process and people in their professional experience.
- Ability to thrive in a fast-paced, dynamic environment.
Why You’ll Love It Here
- Competitive compensation including equity: Market-aligned base pay, performance incentives, and meaningful equity ownership
- Excellent medical, dental, and vision insurance options: Comprehensive medical, dental and vision benefits for employees and eligible dependents
- Flexible Paid Time Off: An unlimited, flexible PTO policy empowers individuals to take the time they need to recharge, maintain balance, and perform at their best.
- Additional Time to Recharge: 10 company holidays, an annual company-wide Winter Break, and paid parental leave to fully support life outside of work.
- 401(k) plan: Long-term financial planning support with tax-advantaged retirement savings
- Quarterly Lifestyle Spending Account: Flexible quarterly stipend to support wellness, learning and professional development, and personal growth
- Monthly Mobile + Internet Stipend: Support for remote and hybrid work connectivity needs
- Pre-tax Commuter Benefits: Tax-efficient transit and commuting support for hybrid and in-office employees
- Autonomy and Agency: Play a meaningful role in scaling a category-defining GenAI platform transforming the future of customer experience.
Salary Range
The base salary compensation range targeted for this full-time position is $135,000-$158,000 Range per annum. Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives and equity (in the form of options). This salary range is an estimate, and the actual salary may vary based on the organization’s compensation practices.
Our Commitment to Inclusion and Belonging
The organization is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. The organization does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. The organization also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.
The organization welcomes all people. It celebrates diversity of all kinds and is committed to creating an inclusive culture built on a foundation of respect for all individuals. It seeks to hire, develop, and retain talented people from all backgrounds. Individuals from non-traditional backgrounds, historically marginalized or underrepresented groups are strongly encouraged to apply.
If an individual is ambitious, makes an impact wherever they go, and is ready to shape the future of the organization, they are encouraged to apply.
