Senior Customer Success Manager

About Cyara

Cyara stands as the leading provider of AI-driven customer experience assurance, partnering with some of the world's most prominent brands to deliver seamless, trustworthy, and engaging interactions across voice, digital, messaging, and AI-enabled channels. Our platform optimizes hundreds of millions of customer journeys annually, allowing enterprises to confidently deliver top-tier experiences at scale.

As businesses accelerate the adoption of agentic AI, Cyara serves as the assurance layer ensuring those AI interactions can be trusted by rigorously testing AI agents to detect inaccuracies, validate decisions, and guarantee compliance before customers are impacted.

Joining Cyara means contributing to the future of customer experience, collaborating with leading global brands, and working alongside passionate professionals dedicated to elevating every customer interaction.

Role Overview

We are searching for a highly skilled Senior Customer Success Manager to join our team. This role focuses on forging and maintaining robust relationships with enterprise customers, ensuring they fully realize the benefits of Cyara's solutions throughout their engagement. If you have a passion for exceptional customer service and thrive in a dynamic, expanding environment, this opportunity awaits you.

Key Responsibilities

• Take full ownership of customer outcomes, guaranteeing each client obtains measurable value from Cyara's products during their lifecycle.
• Clearly communicate Cyara’s value proposition and ROI to key stakeholders and executives within customer organizations.
• Manage programs throughout the entire customer journey, including professional service engagements.
• Identify customer pain points and strategic goals and align Cyara’s technology to address these needs effectively.
• Develop and implement adoption and value strategies to establish a long-term vision for customer success and growth.
• Analyze customer and industry data to provide actionable insights for optimization and expansion.
• Serve as the escalation contact when issues arise, ensuring timely resolution.
• Organize and lead regular customer meetings, onsite visits, and Executive Business Reviews.
• Manage special customer requests and projects efficiently.
• Identify new revenue opportunities within existing clients through cross-selling and upselling initiatives.
• Occasional travel may be required.

Required Skills and Expertise

• Minimum of five years’ experience in a Customer Success role with consistent delivery of excellent customer experiences.
• Strong strategic mindset with experience managing large, multinational accounts.
• Confident in holding strategic discussions and presenting to senior customer executives.
• Ability to coordinate and mobilize global internal teams across different time zones, including Sales, Product, Support, and Professional Services.
• Capacity to independently manage regional responsibilities, making sound prioritization, escalation, and resourcing decisions without daily supervision.
• Proactive self-starter who establishes structure and processes autonomously.
• Experience managing cultural and business variations across APAC markets, adapting engagement to local expectations.
• Proven ability to develop and maintain commercial relationships and to meet or exceed targets.
• Strong technical acumen to add value in customer discussions and translate product capabilities into business outcomes.
• Genuine enthusiasm for AI and emerging technologies, demonstrated by personal adoption of AI tools and comfort discussing AI-driven use cases.
• Excellent program management skills.
• Strong analytical capabilities with the ability to detect patterns and trends.
• Experience in SaaS or telecommunications is advantageous.
• Knowledge of software testing and the software development lifecycle is desirable.
• Bachelor’s degree in a related field is preferred.

Personal Attributes

• Organized and process-oriented.
• Self-directed and comfortable with autonomous work.
• Customer-centric mindset.
• Effective communicator and articulate presenter.
• Strong problem-solving skills.

Why Join Cyara?

Cyara offers an environment where your contributions matter, your professional growth accelerates, and your work impacts real outcomes. Our inclusive culture promotes curiosity, collaboration, and continuous learning. We provide competitive compensation, comprehensive benefits, flexible work options, recognition programs, and a strong focus on employee wellbeing. We foster a community where everyone feels valued and empowered.

Diversity, Equity, Inclusion and Belonging

We are committed to cultivating a workplace built on equal opportunity, diversity, equity, inclusion, and belonging. Our policies ensure a discrimination-free environment where individuals are assessed solely on their abilities and merits regardless of legally protected characteristics.

Our Values

Our values drive everything we do, including delivering excellence by focusing on customers and collaboration, innovating boldly, prioritizing integrity, and embracing curiosity. We create a culture where innovation and excellence thrive.

Additional Information

Agencies: We exclusively accept resumes from agencies through our official Agency Portal with a valid fee agreement and assigned requisitions. Submissions outside this process will not receive fees.

We may utilize AI tools to assist recruitment, supporting application review and assessment. However, all final hiring decisions are made by humans.