Senior Customer Success Manager (East) at cyara

Cyara is the global leader in AI-powered customer experience assurance, committed to eradicating bad CX. As the only unified platform for continuous testing and monitoring across voice, digital, messaging, and conversational AI channels, Cyara empowers hundreds of the world’s leading brands to optimize more than 350 million customer journeys every year. With enterprises rapidly deploying agentic AI systems that adapt, learn, and make autonomous decisions in real time, Cyara provides the assurance layer that turns pilots into production-ready deployments—testing AI agents with AI agents to catch what scripts can’t. From full journey visibility to AI governance, trust validation, and compliance, Cyara ensures every touchpoint works flawlessly and every AI interaction solves customer problems while delighting them in the process. Cyara helps businesses deliver secure, friction-free, and high-quality CX at scale. Interested to find out more about us?  Check out:  www.cyara.com Cyara’s Diversity, Equity, Inclusive and Belonging Statement:  At Cyara, we are dedicated to fostering a workplace that embodies equal opportunity and champions diversity, equity, inclusion, and belonging (DEIB). We strive to cultivate an environment where every individual feels valued, respected, and empowered to bring their whole selves to work, contributing unique perspectives and talents. Our commitment includes continuously evaluating and enhancing our policies, practices, and culture to align with our DEIB principles. We ensure a discrimination-free environment where individuals are evaluated solely on their merits and abilities, regardless of legally protected statuses such as sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, gender identity, veteran status, or medical condition. By celebrating our differences and championing inclusivity, we enrich our organization, make more thoughtful decisions, and drive collective success.  Cyara’s Values Statement: At Cyara, our values shape everything we do. We're passionate about Delivering Excellence by putting the customer first, collaborating globally, and always striving to improve. We take smart risks and Innovate Boldly, setting new standards and learning from every experience. Integrity First is our cornerstone—we value humility, authenticity, and respect for diversity, building trust in all we do. We Embrace Curiosity by empowering you to experiment, learn, and grow in a dynamic environment. At Cyara, our values drive us forward, shaping a culture where innovation and excellence thrive.  We are seeking an exceptional Customer Success Manager to join our team, preferably based on the East Coast or Eastern time zone. This individual will play a critical role in building and maintaining strong relationships with our enterprise customers, ensuring they maximize the value of our solutions. If you're passionate about delivering exceptional customer experiences and are eager to contribute to a dynamic, growing team, we'd love to hear from you.  Let's talk about the role and responsibilities: • Own customer outcomes and ensure each customer receives value from Cyara’s solutions throughout their lifecycle • Understand the value of Cyara to the customer and be able to articulate that through measurable ROI back to key stakeholders and executives • Negotiate long-term renewals with keen attention to detail and with secured revenue uplift • Act as a program manager throughout the entire customer journey including professional services engagements • Understand the customer pain points and strategic objectives and how they can be solved with Cyara’s technology • Build adoption and value plans with customers to set a long-term vision for success and growth • Deliver insights based on customer and industry usage to identify areas for improvement, optimization and expansion • Act as an escalation point when things are not going to plan • Organize and host regular customer check-in meetings, onsite visits and Executive Business Reviews • Coordinate and manage customer special requests & projects • Serve as a technical bridge between stakeholders at all levels, translating complex product capabilities into strategic value for C-suite executives while providing hands-on technical guidance to end users and implementation teams • Identify new opportunities within our existing customer base and grow revenue opportunities; Cross-sell & Upsell • Travel may be required from time to time Let’s talk about your skills/expertise: • Minimum of 5 years of experience in a Customer Success Role • Consistently delivers excellent customer experience • Strategic mindsight with experience managing large, multinational accounts • Can have strategic conversations with and confident presenting to senior customer executives • Able to act as a quarterback to leverage internal resources to deliver customer outcomes • Demonstrated background in developing and managing commercial relationships • Proven track record of meeting and exceeding targets • Strong technical acumen to add value to customer discussions and translate product strengths into business value • Strong program management skills • Strong analytical skills/ ability to identify patterns and spot trends • Previous experience working in a SaaS environment, or telecoms would be a distinct advantage • Knowledge of testing, the software development lifecycle desirable • Bachelor's degree in a related discipline is desirable You Are: • Organized • Process-driven • Shows initiative • Customer Focused • Articulate and confident • A communicator • A problem solver Why you should join us:  At Cyara you’ll have the opportunity to work with a group of people who share common goals, are driven by a similar passion, and value the expertise of their peers. Cyara is committed to being an  equal opportunity employer, focused on building and maintaining a diverse, inclusive and authentic workplace; and a work environment that is free from discrimination and harassment, based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy. At Cyara we appreciate and welcome the fact that our culture is living and growing as we continue to evolve over time. With this opportunity comes the chance to enjoy a flexible work environment, competitive compensation and a work culture that's results-oriented, fast-paced and focused on continuous improvement, whilst maintaining a family first, team oriented, and ever positive atmosphere. Cyara cares for its own - you’ll feel that on your first day - and you'll get the chance to work for a global, growing company, and an all-inclusive team of innovators.  We credit our amazing growth and success to the fact that we’ve built our business on four essential values that we live and breathe every day:  Deliver Excellence Innovate Boldly Integrity First Embrace Curiosity Interested? Know someone who might be? Apply online now.  Agencies: Thanks, but we’ve got this one!  Please, no phone calls or emails to any employees of Cyara outside of the Talent Acquisition team.  Cyara’s policy is to only accept resumes from Agencies via the Cyara Agency Portal. Agencies must have a valid fee agreement in place, and they must have been assigned the specific requisition to which they submit resumes, by the Cyara Talent Acquisition team before submitting any CVs. Any resume submitted outside of this process will be deemed the sole property of Cyara and, in the event, a candidate is submitted outside of this policy is hired, no fee or payment of any kind will be paid.