Senior Customer Success Manager

Job Description

Key Responsibilities

Serve as the primary point of contact for enterprise clients, ensuring successful onboarding, adoption, and long-term value realization.

Drive client engagement and usage of AI Rudder solutions, including voice automation, ASR, NLU, TTS, and related technologies.

Partner with clients to define success metrics, monitor KPIs, and develop strategies to achieve business outcomes.

Collaborate with Sales, Product, Engineering, and Implementation teams to advocate for client needs and ensure seamless solution delivery.

Conduct regular business reviews and provide strategic guidance to maximize ROI from AI Rudder solutions.

Identify opportunities for upselling, cross-selling, and expansion within existing accounts.

Lead client education initiatives, training sessions, and workshops to ensure high adoption and satisfaction.

Represent AI Rudder at client meetings, webinars, and industry events, showcasing thought leadership and product expertise.

Stay current on AI, voice automation, and industry trends to provide clients with innovative recommendations.

Key Metrics of Success

High client adoption, satisfaction, and retention rates.

Successful achievement of client-defined business outcomes and ROI.

Growth of account revenue through renewals, upselling, and cross-selling.

Strong internal collaboration and positive stakeholder feedback.

Timely resolution of client issues and proactive risk management.

Requirements

Who You Are

You are a strategic, client-focused professional with technical fluency and business acumen. You thrive on building relationships, guiding clients to success, and delivering measurable impact.

Background & Experience

8+ years of professional experience in Customer Success, Account Management, or related roles, ideally with SaaS or AI solutions.

Proven experience managing enterprise accounts and driving long-term client success.

Experience with adoption, engagement, and recurring services initiatives.

Strong understanding of AI, voice automation, and business processes.

Bachelor’s degree required; Master’s degree in business, technical discipline, or equivalent experience preferred.

Skills & Knowledge

Solid understanding of AI concepts: ASR, NLU, TTS, LLMs, and related solution lifecycles.

Knowledge of APIs, VOIP systems, and cloud/on-premise solutions.

Strong analytical, problem-solving, and negotiation skills.

Experience with CRM, project management, and client success tools.

SQL or database knowledge is a plus.

Personal Traits

Strategic thinker with a client-first, execution-driven mindset.

Natural relationship builder with excellent stakeholder management skills.

Detail-oriented, organized, and able to manage multiple clients simultaneously.

Passionate about continuous learning, innovation, and delivering excellence in client success.

About AI Rudder

AI Rudder is an AI product company transforming how business communicate to their customers.

We launched in 2019 with one of the world’s first enterprise-grade AI voice agents: built to hold real, intelligent conversations, not just play back scripts. Today, we serve over 500 enterprises across 20+ countries, processing 50 million calls every day and having delivered more than 8 billion calls to date. Our customers range from fast-growing startups to large enterprises.

When AI talks to people, it has to feel human. That’s what we build.

How We Work

AI-first: AI isn’t a tool we reach for. It’s the default we start from. Every team, every workflow: AI-first.

Global Collaboration: We operate globally and work as one team. Distance is a logistics problem, not a cultural one. We build the habits that make distributed teams actually work

Communication Principle: Simple, Trust, Transparent. We remove unnecessary complexity so people can focus on what matters most.

What We Offer

• Learning & Development: Continuous learning through real projects, knowledge sharing session, mentorship, and cross-functional collaboration.
• Performance Recognition: Regular performance reviews, feedback, and opportunities for career progression.
• Global Exposure: Collaborate with international teams, global rotations, and work with global enterprise customers.
• Meaningful Impact: Build AI solutions that create real value for businesses around the world.
• Ownership & Autonomy: Freedom to take initiative and drive outcomes.
• Team Engagement: Team Building, Local & Global Gatherings & Local Events Celebration

AI Rudder is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and applicants.