Sr. Customer Success Manager

Cyara Inc.

Job Overview

Location

Hyderabad

Job Type

Full-time

Full Job Description

📋 Description

• As a Sr. Customer Success Manager at Cyara Inc., you will play a pivotal role in ensuring enterprise clients achieve maximum value from Cyara’s AI-powered customer experience assurance platform, directly contributing to the company’s mission of eradicating bad CX by enabling seamless, secure, and high-quality customer journeys across voice, digital, messaging, and conversational AI channels.
• You will own the end-to-end post-sale customer lifecycle for strategic accounts, driving adoption, retention, expansion, and advocacy by acting as the trusted advisor and primary point of contact for C-suite and technical stakeholders in global enterprises.
• Day to day, you will conduct quarterly business reviews (QBRs) and executive business reviews (EBRs) to align customer goals with Cyara’s solutions, identify expansion opportunities, and present ROI-driven insights using usage analytics, health scores, and success metrics.
• You will proactively monitor account health through product usage data, support ticket trends, and engagement metrics, intervening early to mitigate risks and prevent churn while coordinating with Support, Product, and Engineering teams to resolve technical issues swiftly.
• You will develop and execute customized success plans tailored to each client’s industry, use case, and maturity level—particularly around AI agent testing, conversational AI validation, and omnichannel journey monitoring—to ensure clients realize measurable improvements in CX quality, compliance, and operational efficiency.
• You will lead customer onboarding and implementation acceleration, working closely with Professional Services and Sales to ensure smooth transitions from contract to live production, including configuring test suites, setting up monitoring alerts, and training client teams on Cyara’s platform.
• You will advocate for customer needs internally by feeding product feedback, feature requests, and use case insights to Product Management and Engineering, helping shape the roadmap for AI governance, trust validation, and continuous testing capabilities.
• You will build and nurture executive-level relationships, positioning Cyara as a strategic partner in the client’s AI transformation journey, particularly as enterprises scale agentic AI systems requiring real-time assurance and governance.
• You will contribute to the development of scalable customer success frameworks, playbooks, and best practices that can be applied across global regions, leveraging Cyara’s values of Delivering Excellence, Innovate Boldly, Integrity First, and Embrace Curiosity.
• You will represent Cyara at industry events, webinars, and customer forums, sharing success stories and thought leadership on AI-powered CX assurance to strengthen brand presence and drive market awareness.
• About the team or company: You will join a high-performing, globally distributed Customer Success team at Cyara, a recognized leader in AI-powered CX assurance trusted by hundreds of Fortune 500 brands to optimize over 350 million customer journeys annually, operating in a culture that values curiosity, integrity, and bold innovation.
• You will be part of a diverse, inclusive, and belonging-focused workplace where your contributions are valued regardless of background, and where continuous learning, experimentation, and growth are actively encouraged through access to training, mentorship, and cross-functional collaboration.
• What the person can learn or achieve in this role: You will deepen your expertise in enterprise SaaS customer success, AI-driven CX technologies, and digital transformation strategies, gaining hands-on experience with cutting-edge conversational AI, voice bot testing, and omnichannel monitoring tools used by global leaders.
• You will develop advanced skills in strategic account management, executive communication, data-driven storytelling, and cross-functional leadership—positioning yourself for future growth into Director of Customer Success, VP of Customer Experience, or other senior leadership roles within Cyara or the broader tech industry.

🎯 Requirements

• 7+ years of progressive experience in Customer Success, Account Management, or Enterprise SaaS roles, with proven success managing strategic, global accounts in technology or CX-focused industries.
• Demonstrated ability to drive retention, expansion, and advocacy in complex, multi-stakeholder environments, including experience with C-suite engagement and executive business reviews.
• Strong technical aptitude and familiarity with SaaS platforms, APIs, and enterprise software ecosystems—experience with CX, AI, contact center, or conversational AI technologies is highly preferred.
• Excellent communication, presentation, and interpersonal skills, with the ability to translate technical concepts into business value for both technical and non-technical audiences.
• Experience using CRM tools (e.g., Salesforce), customer success platforms (e.g., Gainsight, Totango), and analytics tools to track health scores, usage, and renewal forecasts.
• Bachelor’s degree in Business, Marketing, Communications, or a related field; MBA or relevant certification is a plus.

🏖️ Benefits

• Competitive salary performance-linked bonus structure aligned with individual and company goals.
• Comprehensive health, dental, and vision insurance plans for employees and dependents.
• Generous paid time off (PTO), company holidays, and flexible work arrangements supporting work-life balance.
• Professional development stipend for certifications, courses, and conferences related to customer success, AI, or CX.
• Equity/stock options as part of long-term compensation to share in Cyara’s growth and success.
• Global collaboration opportunities with teams across the US, EMEA, and APAC, fostering cultural exchange and career growth.

Skills & Technologies

Senior

Onsite

Ready to Apply?

Apply Externally

You will be redirected to an external site to apply.

Cyara Inc.

Visit Website

About Cyara Inc.

Cyara provides an automated customer experience assurance platform that validates and monitors voice, web, and mobile customer journeys. Its cloud-based system tests IVRs, chatbots, and agent connections to ensure quality, performance, and compliance across global contact centers and digital channels, helping enterprises accelerate deployments and reduce risk.

View Company Profile

Get more remote jobs like this

Subscribe to the weekly newsletter for similar remote roles and curated hiring updates.

Weekly remote jobs and featured talent.

No spam. Only curated remote roles and product updates. You can unsubscribe anytime.