Job description

The Opportunity Otter.ai just crossed 1 billion meetings transcribed. The enterprise motion is accelerating, and we're building the CS organization that will take us to the next level. This is your chance to help shape what enterprise Customer Success looks like at one of the most consequential AI companies in the world. We're looking for a Sr. Manager, Customer Success who's ready to own it — someone who builds with conviction, leads with empathy, and knows how to turn a great product into a long-term customer partnership. You'll lead a team, influence company strategy, and leave a real mark on how Otter grows. This role is based in the San Francisco Bay Area (hybrid, 3 days/week in office). What You'll Do Build and lead a high-performing team. Coach CSMs and Technical Delivery Managers, set the bar for excellence, and create an environment where people do the best work of their careers. Own the enterprise relationship. You'll manage complex, multi-stakeholder accounts — building executive trust, navigating renewals, and turning happy customers into champions. Drive real outcomes. Retention, expansion, time-to-value — you'll own the metrics that matter and build the programs that move them. Create the playbook. Design scalable lifecycle processes that turn a strong first deployment into a multi-year partnership, and make consistency look effortless across the customer base. Be the voice of the customer internally. Partner with Sales, Product, and Engineering to shape roadmap decisions, close alignment gaps, and make sure what we build actually solves what customers need. Use AI the way we build it. Leverage AI-driven insights to spot risk earlier, personalize engagement at scale, and give your team superpowers. What You Bring You've led CS or Account Management teams in SaaS for 5+ years and have strong opinions about what great looks like. You have a proven track record growing and retaining enterprise accounts — and the metrics to show it. You're deeply data-driven but never lose sight of the human side of the relationship. You've worked cross-functionally with Sales, Product, and Engineering and know how to get things done without formal authority. You're genuinely excited about AI — not just as a product category, but as a way to rethink how your team operates. You thrive in fast-moving environments where the playbook is still being written. About Otter.ai We are in the business of shaping the future of work. Our mission is to make conversations more valuable. With over 1B meetings transcribed, Otter.ai is the world’s leading tool for meeting transcription, summarization, and collaboration. Using artificial intelligence, Otter generates real-time automated meeting notes, summaries, and other insights from in-person and virtual meetings - turning meetings into accessible, collaborative, and actionable data that can be shared across teams and organizations. The company is backed by early investors in Google, DeepMind, Zoom, and Tesla. Otter.ai is an equal opportunity employer. We proudly celebrate diversity and are committed to building an inclusive and accessible workplace. We provide reasonable accommodations for qualified applicants throughout the hiring process. Accessibility & Accommodations Otter.ai is committed to providing reasonable accommodations for candidates with disabilities in our hiring process. If you need assistance or an accommodation during any stage of the recruitment process, please contact hr@otter.ai at least 3 business days before your interview. *Otter.ai does not accept unsolicited resumes from 3rd party recruitment agencies without a written agreement in place for permanent placements. Any resume or other candidate information submitted outside of established candidate submission guidelines (including through our website or via email to any Otter.ai employee) and without a written agreement otherwise will be deemed to be our sole property, and no fee will be paid should we hire the candidate Salary Range OTE range: $195,000 - 231,000 USD per year. This salary range represents the low and high end of the estimated salary range for this position. The actual base salary offered for the role is dependent on several factors. Our base salary is just one component of a comprehensive total rewards package. #LI-Hybrid

Requirements

Must-haves

Build and lead a high-performing team. Coach CSMs and Technical Delivery Managers, set the bar for excellence, and create an environment where people do the best work of their careers.
Own the enterprise relationship. You'll manage complex, multi-stakeholder accounts — building executive trust, navigating renewals, and turning happy customers into champions.
Drive real outcomes. Retention, expansion, time-to-value — you'll own the metrics that matter and build the programs that move them.
Create the playbook. Design scalable lifecycle processes that turn a strong first deployment into a multi-year partnership, and make consistency look effortless across the customer base.
Be the voice of the customer internally. Partner with Sales, Product, and Engineering to shape roadmap decisions, close alignment gaps, and make sure what we build actually solves what customers need.
Use AI the way we build it. Leverage AI-driven insights to spot risk earlier, personalize engagement at scale, and give your team superpowers.
You've led CS or Account Management teams in SaaS for 5+ years and have strong opinions about what great looks like.
You have a proven track record growing and retaining enterprise accounts — and the metrics to show it.
You're deeply data-driven but never lose sight of the human side of the relationship.
You've worked cross-functionally with Sales, Product, and Engineering and know how to get things done without formal authority.
You're genuinely excited about AI — not just as a product category, but as a way to rethink how your team operates.
You thrive in fast-moving environments where the playbook is still being written.

Nice-to-haves

None flagged.

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

aiaccessibility

Platform: greenhouse
Effort: quick