Observe.AI

• Supporting new hire onboarding programs and orientation experiences that create strong employee connections, accelerate ramp-up, and reinforce company culture • Partnering cross-functionally and business leaders to ensure seamless employee experiences • Managing employee engagement, including milestone programs, employee swag, culture-building efforts, and workplace experience initiatives • Supporting employee relations matters by partnering with leaders on coaching, documentation, performance improvement, feedback conversations, and sensitive employee situations with professionalism and discretion • Acting as a strategic advisor to leaders on talent planning, organizational effectiveness, workforce trends, and people-related challenges • Supporting and evolving performance management practices through manager enablement, coaching, calibration support, and continuous development conversations • Coordinating learning, development, and manager enablement programs, including training logistics, content updates, and knowledge management • Contributing to organizational transformation and innovation initiatives, including programs that leverage AI and modern tools to improve employee experience and operational effectiveness

• Generate & Qualify Pipeline • Prospect into accounts through outbound channels including cold calling, email, LinkedIn, and sales engagement tools • Secure and qualify meetings with prospective customers by uncovering business challenges and identifying opportunities aligned to Observe.AI’s solutions • Research target accounts and prioritize outreach strategies based on ICP alignment, buying signals, and market opportunity • Consistently achieve and exceed pipeline generation metrics including meetings booked and qualified opportunities • Support Field & Event Marketing Efforts • Partner with Marketing and Sales teams to drive engagement before, during, and after events • Use tools like Vendelux to identify targets and schedule meetings around conferences and industry events • Attend customer-facing dinners, roundtables, forums, and conferences • Become a Product & Market Expert • Develop a strong understanding of Observe.AI’s AI platform and our differentiated position in the contact center and CX market • Clearly communicate value propositions to both technical and business stakeholders • Share market intelligence including customer feedback, competitor activity, and emerging AI trends • Leverage Modern Sales Technology • Utilize tools such as Salesforce, Outreach, ZoomInfo, LinkedIn Sales Navigator, Nooks, and other prospecting platforms to drive efficiency and pipeline visibility • Maintain accurate activity tracking, prospect data, and forecasting hygiene within Salesforce • Collaborate across GTM • Partner closely with Marketing to sharpen messaging. Giving frontline feedback from the market that can directly influence outreach strategy and the evolution of the product roadmap. • Work side by side with Account Executive teams to strategize outreach and ensure seamless opportunity handovers.

• Own high-impact implementation programs, facilitating executive-level design workshops and translating customer business strategy into live, high-value AI solutions. • Guide and enable customers through their AI journey, managing client expectations, project timelines, documentation deliverables, and team resources to ensure success. • Lead customer program teams through multi-phase implementations—including deep business discovery, technical setup, and sophisticated user training—to maximize adoption and ROI. • Partner with Customer Success Managers (CSMs) to create value-based adoption goals and ROI stories that set the customer up for a successful, high-impact launch. • Collaborate with Sales, Product, and Engineering to optimize delivery frameworks, refine product feedback loops, and help customers operationalize AI across their entire enterprise. • Recommend implementation standards and influence best practices to help the AI Solutions & Delivery organization scale customer onboarding and mitigate risks efficiently. • Proactively communicate project status and identify risks, escalating effectively to ensure swift resolution across multiple simultaneous customer projects.

• Generate & Qualify Pipeline • Prospect into accounts through outbound channels including cold calling, email, LinkedIn, and sales engagement tools • Secure and qualify meetings with prospective customers by uncovering business challenges and identifying opportunities aligned to Observe.AI’s solutions • Research target accounts and prioritize outreach strategies based on ICP alignment, buying signals, and market opportunity • Consistently achieve and exceed pipeline generation metrics including meetings booked and qualified opportunities • Support Field & Event Marketing Efforts • Partner with Marketing and Sales teams to drive engagement before, during, and after events • Use tools like Vendelux to identify targets and schedule meetings around conferences and industry events • Attend customer-facing dinners, roundtables, forums, and conferences • Become a Product & Market Expert • Develop a strong understanding of Observe.AI’s AI platform and our differentiated position in the contact center and CX market • Clearly communicate value propositions to both technical and business stakeholders • Share market intelligence including customer feedback, competitor activity, and emerging AI trends • Leverage Modern Sales Technology • Utilize tools such as Salesforce, Outreach, ZoomInfo, LinkedIn Sales Navigator, Nooks, and other prospecting platforms to drive efficiency and pipeline visibility • Maintain accurate activity tracking, prospect data, and forecasting hygiene within Salesforce • Collaborate across GTM • Partner closely with Marketing to sharpen messaging. Giving frontline feedback from the market that can directly influence outreach strategy and the evolution of the product roadmap. • Work side by side with Account Executive teams to strategize outreach and ensure seamless opportunity handovers.

• Value Selling - Partner with AEs and Solutions Engineers on enterprise deals: run discovery, map pain points to product, and translate findings into business cases, dashboards, and ROI narratives that resonate with economic buyers • Post-Sales Value Realization - Work alongside CSMs and Implementation Managers to drive adoption and retention through joint value sessions and standardized plays by industry and KPI. Design and deliver enablement on platform features, prompt engineering, reporting, and analytics workflows for internal teams and customers • Applied Data Science & Modeling - Use Python and SQL, augmented by AI coding tools, to run modeling workflows (regression, classification, clustering, forecasting) on use cases like QA score uplift, AHT reduction, and churn risk. Apply statistical techniques on conversation, agent, and platform data to validate outcomes and surface data-backed recommendations • KPI Monitoring, Reporting & QBRs - Track customer KPIs (QA, AHT, sentiment, escalation rates), own dashboards in Looker, Tableau, or Power BI, and produce QBR decks that quantify realized value at each milestone • Scaling Workflows - Build repeatable templates for QBRs, impact reviews, and CS playbooks, and use AI agents to automate recurring analysis and grow a scalable insights knowledge base • Note: Role requires ~ 20 - 25 % travel

• Architect advanced vertical-specific enrichments and automated scoring processes across Voice, Chat, Email, and AI Agents to drive measurable ROI. • Balance "rigid" logic for compliance with "nuanced" logic for sentiment and soft skills when designing automated QA for large enterprises. • Own and execute POC/POV engagements, including requirements gathering, configuration, validation, and outcome presentation to prove technical viability for pilot customers. • Support pre-sales engagements by partnering with Sales Engineers during customer discovery, demos, and evaluations to translate complex requirements into buildable AI configurations. • Build interaction models that directly prove high-dollar ROI stories by correlating interaction data to Revenue, Retention, and Registration. • Audit and resolve complex accuracy issues in voice and text analytics to eliminate false readings and ensure a high-performance data foundation. • Design and deliver custom demos aligned to specific customer use cases across diverse verticals such as Healthcare, Financial Services, and Retail. • Partner with Deployment Managers, Sales, Product, and Engineering teams to support deal cycles and ensure customer success. • Provide thought leadership to optimize speech and text analytic configurations as the industry and AI capabilities evolve.

• Own Pipeline Growth: Drive qualified pipeline across inbound, outbound support, and product-led motions to meet aggressive revenue targets • Build & Scale Growth Engine: Develop and execute multi-channel growth strategies across paid media, SEO, lifecycle/email, website, and conversion optimization • Optimize Funnel Performance: Analyze and improve conversion across the full funnel—from first touch through closed-won • Lead Demand Generation: Oversee demand gen programs including ABM, digital campaigns, webinars, and content distribution • Experimentation & Analytics: Build a culture of rapid experimentation (A/B testing, CRO, landing pages, messaging) grounded in data and ROI • Partner Cross-Functionally: Align tightly with Sales and SDR teams to improve lead quality, routing, and pipeline velocity • Own Martech & Growth Stack: Evaluate and optimize tools (e.g., HubSpot, Salesforce, attribution tools, analytics platforms) • Build & Lead Team: Hire, mentor, and scale a high-performing growth and demand-gen marketing team

• Design and execute event strategies that directly support engagement and growth within top-tier strategic accounts. Partner with Sales, Account Management, and ABM teams to align event plans with account goals and pipeline objectives. • Lead the planning and execution of flagship tradeshows, third-party conferences, and executive experiences that advance strategic account objectives. Oversee logistics, vendor management, and cross-functional coordination to ensure on-brand, high-impact delivery. • Develop event programs that accelerate the sales cycle, influence pipeline creation, and deliver measurable ROI across key verticals and strategic segments. • Oversee onsite brand presence — booth design, messaging, activations, and experiences — ensuring consistency and excellence across all touchpoints. Collaborate with Product Marketing to bring our brand story to life through compelling thought leadership, content, and event narratives. • Identify and secure high-impact speaking, sponsorship, and partner opportunities to showcase Observe.AI’s deep expertise and leadership in the GenAI and CX markets. • Partner closely with Sales, Demand Generation, and Product Marketing to drive unified messaging, maximize ROI, and ensure measurable outcomes tied to pipeline and account engagement. • Establish clear event KPIs and continuously optimize event performance to enhance reach, impact, and ROI.

• Driving process change and product adoption through change management, executive level relationships, project management, and training enablement • Monitoring customer health across the customer journey and taking data driven actions to influence the right behavior • Conducting Quarterly Business Reviews at an executive level to demonstrate qualitative and quantitative value • Championing and owning customer retention and partnering with Account Managers on upsells • Advocating for customer needs and educate them on adopting new features as we continue to enhance the product • Confidently working in an ambiguous environment -- we are a fast moving startup! • Collaborating internally and externally to solve pain points for your customerProviding key contributions to help grow and scale our Customer Success organization

About Us Observe.AI is the enterprise-grade Customer Experience AI platform that unifies conversations, intelligence, and action to turn contact centers into performance engines. Built to optimize the full lifecycle of human and AI agents, Observe.AI enables enterprises to automate customer interactions, augment agent performance, and deliver governed AI at scale. On a single platform, Observe.AI combines Voice and Chat AI Agents, real-time AI Copilots, and Conversation Intelligence with 100% interaction coverage for quality, compliance, and performance management. Trusted by brands like DoorDash, Affordable Care, Signify Health, and Verida, Observe.AI delivers fast time-to-value, measurable ROI, and consistent, high-quality customer experiences across every channel. The Opportunity We are seeking a Customer Success Manager to be responsible for solution adoption, empowering Contact Centers to deploy tools that can change their day to day, and drive customer retention. What you’ll be doing - Driving process change and product adoption through change management, executive level relationships, project management, and training enablement - Monitoring customer health across the customer journey and taking data driven actions to influence the right behavior - Conducting Quarterly Business Reviews at an executive level to demonstrate qualitative and quantitative value - Championing and owning customer retention and partnering with Account Managers on upsells - Advocating for customer needs and educate them on adopting new features as we continue to enhance the product - Confidently working in an ambiguous environment -- we are a fast moving startup! - Collaborating internally and externally to solve pain points for your customerProviding key contributions to help grow and scale our Customer Success organization What you bring to the role - 5+ years of experiencing owning clients in a CSM capacity for a SaaS solution, with proof of value add - You can tell us how you uncover your customers business needs, and align usage of your SaaS product to meet those needs - Knowledge SaaS business models, customer success methodologies, and customer lifecycle management. - Strong communication, presentation, and interpersonal skills. - Strong organizational and project management skills. - Data-driven, process oriented individual who can point to ways you’ve up-leveled the product / process and people in your professional experience past - Eager to learn, try new things, and take calculated risks - for great impact, reward, and fulfillment! Preferred Skills and Qualifications - Prior experience with SaaS, technology, and/or high-growth company environments. - Experience with managing or configuring legal technology tools (e.g., CLM systems, analytics software, e-signature solutions). Why You’ll Love It Here - Competitive compensation including equity: Market-aligned base pay, performance incentives, and meaningful equity ownership - Excellent medical, dental, and vision insurance options: Comprehensive medical, dental and vision benefits for employees and eligible dependents - Flexible Paid Time Off: Our unlimited, flexible PTO policy empowers you to take the time you need to recharge, maintain balance, and perform at your best. - Additional Time to Recharge: 10 company holidays, an annual company-wide Winter Break, and paid parental leave to fully support life outside of work. - 401(k) plan: Long-term financial planning support with tax-advantaged retirement savings - Quarterly Lifestyle Spending Account: Flexible quarterly stipend to support wellness, learning and professional development, and personal growth - Monthly Mobile + Internet Stipend: Support for remote and hybrid work connectivity needs - Pre-tax Commuter Benefits: Tax-efficient transit and commuting support for hybrid and in-office employees - Autonomy and Agency: Play a meaningful role in scaling a category-defining GenAI platform transforming the future of customer experience. Salary Range The base salary compensation range targeted for this full-time position is $135,000-$158,000 Range per annum. Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives and equity (in the form of options). This salary range is an estimate, and the actual salary may vary based on the Company’s compensation practices. Our Commitment to Inclusion and Belonging Observe.AI is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Observe AI does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Observe.AI also strives for a healthy and safe workplace and strictly prohibits harassment of any kind. We welcome all people. We celebrate diversity of all kinds and are committed to creating an inclusive culture built on a foundation of respect for all individuals. We seek to hire, develop, and retain talented people from all backgrounds. Individuals from non-traditional backgrounds, historically marginalized or underrepresented groups are strongly encouraged to apply. If you are ambitious, make an impact wherever you go, and you're ready to shape the future of Observe.AI, we encourage you to apply. For more information, visit www.observe.ai. #LI-Remote