Senior Manager, Customer Success

otterai· Sales
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📍 San Francisco, CA

About this role

The Opportunity

Otter.ai is looking for a high-impact Sr. Manager, Customer Success to support our growing CS organization and enterprise motion. This is a strategic leadership role for someone who thrives in fast-paced SaaS environments, has a strong understanding of AI-powered products and emerging technologies, and knows how to build and scale Enterprise Customer Success programs.

The ideal candidate has experience managing the full customer lifecycle - from implementation and adoption through renewals and expansion - and a proven track record of driving retention, growth, product adoption, and time-to-value at enterprise scale. They are equally comfortable partnering with technical stakeholders and executive leaders to deliver measurable customer outcomes.

What You’ll Do

  • Lead and coach a team of CSMs and Technical Delivery Managers, driving performance across TTV, GRR, and NDR while effectively aligning internal teams and customer stakeholders to deliver outcomes
  • Lead strategy and execution across complex, multi-stakeholder enterprise accounts, managing executive relationships and driving outcomes at scale
  • Drive retention and renewal performance, improving GRR, NDR, and forecast accuracy through proactive risk management
  • Operationalize scalable lifecycle processes and operating cadence to improve time to value and consistency across the customer base
  • Partner closely with Sales, Product, and Engineering to align on account strategy, influence decisions, and represent the voice of the customer
  • Leverage AI-driven insights and workflows to improve customer engagement, identify risk earlier, and scale team productivity
  • Bring technical depth to onboarding and integrations, ensuring strong execution across deployments, workflows, and enterprise environments

What You Bring

  • 5+ years managing CS/AM teams in SaaS
  • 8+ years in Customer Success, Account Management, or post-sales roles
  • 5+ years quota carrying 
  • Proven track record driving GRR, NDR, expansion and adoption in enterprise environments
  • Experience working on account strategy and mapping
  • Strong understanding of TTV, lifecycle strategy, and retention dynamics
  • Highly data-driven with strong operational and strategic judgment
  • Proven cross-functional leadership across Sales, Product, and Engineering
  • Experience with AI products or workflows preferred

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.

 

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Frequently Asked Questions

Is the salary disclosed for the Senior Manager, Customer Success position at otterai?
The salary for this Senior Manager, Customer Success role at otterai is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Senior Manager, Customer Success position at otterai located?
This Senior Manager, Customer Success role at otterai is based in San Francisco, CA. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Which team or department does the Senior Manager, Customer Success at otterai belong to?
This Senior Manager, Customer Success position is part of the Sales department at otterai. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Senior Manager, Customer Success position at otterai?
Click the "Apply Now" button on this page. You will be redirected to otterai's official application portal hosted on greenhouse where you can submit your application directly.
When was the Senior Manager, Customer Success job at otterai posted?
This Senior Manager, Customer Success position at otterai was posted on Jun 4, 2026. Apply as soon as possible — early applications are often reviewed first.
Senior Manager, Customer Success
otterai
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