Senior Customer Success Manager (East)

Senior Customer Success Manager (East)

Cyara is the world's leading Automated CX Assurance Platform provider, helping leading brands across the globe deliver better CX with less effort, cost, and risk. Cyara supports the entire CX software development lifecycle, from design to functional and regression testing, load testing, chatbot testing, and production monitoring, ensuring enterprises can build flawless customer journeys across voice and digital channels while reducing the risk of customer-facing defects. Every day, the most recognizable brands across the globe trust Cyara to deliver customer smiles at scale. Interested to find out more about us? Check out : www.cyara.com

At Cyara, we are dedicated to fostering a workplace that embodies equal opportunity and champions diversity, equity, inclusion, and belonging (DEIB). We strive to cultivate an environment where every individual feels valued, respected, and empowered to bring their whole selves to work, contributing unique perspectives and talents. Our commitment includes continuously evaluating and enhancing our policies, practices, and culture to align with our DEIB principles. We ensure a discrimination-free environment where individuals are evaluated solely on their merits and abilities, regardless of legally protected statuses such as sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, gender identity, veteran status, or medical condition. By celebrating our differences and championing inclusivity, we enrich our organization, make more thoughtful decisions, and drive collective success.

At Cyara, our values shape everything we do. We're passionate about delivering excellence by putting the customer first, collaborating globally, and always striving to improve. We take smart risks and innovate boldly, setting new standards and learning from every experience. Integrity first is our cornerstonewe value humility, authenticity, and respect for diversity, building trust in all we do. We embrace curiosity by empowering you to experiment, learn, and grow in a dynamic environment. At Cyara, our values drive us forward, shaping a culture where innovation and excellence thrive.

We are seeking an exceptional Customer Success Manager to join our team, preferably based on the East Coast or Eastern time zone. This individual will play a critical role in building and maintaining strong relationships with our enterprise customers, ensuring they maximize the value of our solutions. If you're passionate about delivering exceptional customer experiences and are eager to contribute to a dynamic, growing team, we'd love to hear from you.

Let's talk about the role and responsibilities :

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 C-suite executives 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

Let's talk about your skills / expertise :

Minimum of 5 years of experience in a Customer Success role

Consistently delivers excellent customer experience

Strategic mindsight with experience managing large, multinational accounts

Can have strategic conversations with and confident presenting to senior customer executives

Able to act as a quarterback to leverage internal resources to deliver customer outcomes

Demonstrated background in developing and managing commercial relationships

Proven track record of meeting and exceeding targets

Strong technical acumen to add value to customer discussions and translate product strengths into business value

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

You Are : Organized

Process-driven

Shows initiative

Customer Focused

Articulate and confident

A communicator

A problem solver

$110,000 - $140,000 a year

This range indicates OTE. Individual pay is determined by skills, qualifications, experience, and location.

At Cyara you'll have the opportunity to work with a group of people who share common goals, are driven by a similar passion, and value the expertise of their peers. Cyara is committed to being an equal opportunity employer, focused on building and maintaining a diverse, inclusive and authentic workplace; and a work environment that is free from discrimination and harassment, based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy. At Cyara we appreciate and welcome the fact that our culture is living and growing as we continue to evolve over time. With this opportunity comes the chance to enjoy a flexible work environment, competitive compensation and a work culture that's results-oriented, fast-paced and focused on continuous improvement, whilst maintaining a family first, team oriented, and ever positive atmosphere.

Cyara cares for its own - you'll feel that on your first day - and you'll get the chance to work for a global, growing company, and an all-inclusive team of innovators. We credit our amazing growth and success to the fact that we've built our business on four essential values that we live and breathe every day : deliver excellence, innovate boldly, integrity first, and embrace curiosity.