What are the responsibilities and job description for the Manager, Customer Success position at Otter.ai?

This is a hybrid work schedule of three days a week working from our San Francisco or Mountain View Office.

About the Role

We are seeking a strategic, highly motivated and results-oriented Manager of Customer Success to lead and mentor a team of talented Customer Success Managers. The ideal candidate will have a proven track record of success in exceeding NDR and Churn targets, developing high-performing teams, and fostering a positive and collaborative environment.

Responsibilities :

Lead, motivate, and mentor a team of CSMs to achieve and exceed individual and team quotas, metrics and KPIs.
Collaborate with the Head of Customer Success to develop and implement customer success strategies and programs to drive adoption and NDR.
Monitor key performance indicators (KPIs) and analyze data to identify trends, areas for improvement, and growth opportunities.
Actively participate in calls and escalations for customer concerns and issues, working cross-functionally to ensure timely resolution.
Manage CS CRM and salesforce ensuring data accuracy and integrity.
Forecast revenue and CS metrics and track progress against targets.
Build and maintain strong relationships with team members and cross-functional peers, fostering a positive and collaborative team environment.

Qualifications :

Able to follow our hybrid work schedule of three days a week in our Mountain View or SF office.

6 years of successful experience in a CS / AM role, exceeding targets consistently.

4 years in quota carrying role.

3 years of experience managing and leading a high-performing CS team.

Experience rolling out or owning CS CRM and salesforce reporting.

Proven track record of coaching and developing CSMs.

Excellent communication, presentation, and interpersonal skills.

Strong analytical and problem-solving skills with the ability to analyze data and identify trends.

Highly motivated, results-oriented, and self-starter with a strong work ethic.

Proficiency in using data to analyze performance and make data-driven decisions.

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 dedicated to inclusivity.

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

Salary Range : $150,000 to $160,000 USD per year.

This salary range represents the low and high end of the estimated salary range for this position.

Salary : $150,000 - $160,000

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