Observe.AI

• Lead Strategic Enterprise Discovery: Run complex, multi-stakeholder technical discovery sessions with Enterprise and Strategic buyers—including VPs of Customer Experience, Contact Center Leaders, CTOs, and IT Leads—to deeply understand their contact center architecture, compliance mandates, and operational goals • Design and Deliver High-Impact Demos: Anchor the pre-sales cycle by presenting customized, value-driven demonstrations and Proofs of Value (POVs). You will map technical capabilities to primary business outcomes, proving the impact on full conversation automation, AHT reduction, CSAT optimization, QA automation ROI, and conversion rate optimization • Build and Scope AI Agents: Get hands-on within the Observe.AI platform to scope, design, and build sophisticated AI Agents (Customer-Facing Voice/Chat Agents, and AI Copilots) that simulate real-world enterprise environments • Showcase Advanced AI Capabilities: Demonstrate intent recognition and interaction categorization using foundational LLMs and domain-specific models; Highlight automated call quality scoring using hybrid approaches (LLM-as-a-Judge, rule-based AutoQA models); Showcase Agentic capabilities including call summarization, compliance checks, sentiment • Develop Next-Generation Demo Assets: Build out robust, enterprise-grade demo flows that highlight next-best action triggers for real-time agent enablement (Companion Agents) and knowledge surfacing using Retrieval-Augmented Generation (RAG) • Navigate Complex Architectures: Position our solutions within intricate enterprise tech stacks, advising prospects on how our AI Agents integrate seamlessly with their existing CCaaS platforms, CRM systems, and telephony infrastructure • Act as a Strategic Advisor: Educate and advise customers on implementing AI Agents for real-world automation, successfully navigating the security and compliance hurdles inherent to regulated industries (e.g., financial services, healthcare, insurance) • Drive Product Innovation: Collaborate closely with Product and Engineering teams, acting as the voice of the Enterprise customer to continuously introduce market feedback and new technological requirements into roadmap conversations • Ensure Pilot Success: Serve as the definitive technical authority during POCs, ensuring that the success criteria for AI Agents, Companion Agents, Operations Agents, post-call quality automation, and agent performance insights are definitively met

• Develop and execute integrated, multi-channel marketing campaigns that drive awareness, engagement, pipeline creation, and revenue. • Build campaign plans spanning digital, content, webinars, events, email, social, partner, and outbound channels. • Partner with Product Marketing to translate messaging, launches, industry priorities, and thought leadership into high-impact campaigns. • Own campaign calendars, timelines, execution plans, and performance measurement across the organization. • Continuously optimize campaigns based on performance insights, market trends, and business priorities. • Lead the development and execution of ABX programs focused on strategic target accounts and buying groups. • Partner closely with Sales leadership and SDR teams to identify target account segments, engagement strategies, and campaign priorities. • Create personalized account journeys leveraging digital channels, content, events, executive engagement, and sales plays. • Drive alignment between marketing and sales around account engagement, pipeline progression, and revenue outcomes. • Measure account-level engagement, buying group penetration, pipeline influence, and account progression through the funnel. • Collaborate with Product Marketing, Content, Revenue Operations, Sales, SDRs, and Customer Success to develop coordinated campaign strategies. • Ensure campaign messaging, targeting, and execution are aligned across all customer-facing teams. • Work with Marketing Operations to establish campaign infrastructure, reporting frameworks, and attribution models. • Support executive visibility through regular campaign performance reviews and strategic recommendations. • Define campaign KPIs and success metrics tied to pipeline generation, account engagement, opportunity creation, and revenue impact. • Analyze campaign performance and buyer engagement trends to identify optimization opportunities. • Monitor funnel conversion, campaign influence, and account progression metrics to improve effectiveness. • Provide clear reporting and insights to stakeholders, highlighting business impact and recommendations for future investment. • Establish scalable campaign planning and execution processes. • Develop repeatable ABX frameworks and playbooks that can be expanded across segments and regions. • Identify opportunities to improve campaign efficiency, audience targeting, personalization, and performance. • Drive operational excellence across campaign management, execution, and measurement.

• 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

Role Description We are seeking a Senior Customer Success Manager to lead adoption, value realization, and long-term partnership across a portfolio of strategic enterprise accounts. In this role, you will partner with senior contact center leaders and executive stakeholders to transform how organizations operate by deploying AI agents, copilots, and conversational intelligence that drive sustained, measurable business impact. As a trusted strategic advisor, you will guide customers through complex change, accelerate time-to-value, and ensure Observe.AI becomes embedded in their operating model. You will also play a critical role in shaping how Customer Success scales at Observe.AI by defining best practices, influencing platform adoption strategies, and helping build the foundation for enterprise-grade success in a fast-growing AI company. 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 educating 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 customer - Providing key contributions to help grow and scale our Customer Success organization Qualifications - 5-7 years of experience owning clients in a CSM capacity for a SaaS solution, with proof of value add - Proven track record of managing enterprise-level or strategic customer accounts - Ability to uncover customers' business needs and align usage of your SaaS product to meet those needs - Strong understanding of SaaS business models, customer success methodologies, and customer lifecycle management - Ability to build trusted relationships at all organizational levels - Excellent communication, presentation, and interpersonal skills - Proactive problem-solver with 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 - Ability to thrive in a fast-paced, dynamic environment Benefits - 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 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 .

• 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