Customer success Manager - USA
Yellow Messenger
About Us
Headquartered in San Mateo, Yellow.ai is a global leader in Conversational AI, delivering autonomous, human-like experiences for customers and employees to accelerate enterprise growth. We believe that memorable conversations are at the heart of every meaningful brand engagement. Over 1100 enterprises, including Sony, Domino's, Hyundai, Sephora, Waste Connections, Ferrellgas, and Randstad, trust our generative AI-powered, no-code Dynamic Automation Platform (DAP).
DAP’s proprietary multi-LLM AI engine, DynamicNLP™, empowers us to handle 2Bn conversations every quarter across 35+ channels in 135+ languages. We're passionate about delivering conversational experiences via our Dynamic AI agents that help enterprises achieve higher customer satisfaction and employee engagement. We were recently recognized as a Challenger in the 2023 Gartner® Magic Quadrant™ for Enterprise Conversational AI Platforms and have raised more than $102M from blue-chip investors with offices across six countries.
Our Company's Values
Execute with Clarity & Focus - Pursue objectives with precision and unwavering focus.
Create Customer Success - Create a customer-centric culture that prioritises experience and satisfaction.
Move the Needle Everyday - Drive continuous improvement and make tangible progress each day.
Demonstrate Grit - Exhibit resilience, determination and tenacity in overcoming challenges.
Do More with Less - Maximize productivity and outcome while operating within resource constraints
One Yellow.AI Team - Foster a culture of unity and collaboration across the workforce of Yellow.AI.
What do we expect from you?
Customer Engagement & Success
Take full ownership of the post-implementation customer lifecycle—from onboarding through expansion and renewal.
Identify gaps, maximize product adoption, and drive tangible business value for your customers.
Lead impactful Executive Business Reviews (EBRs/QBRs) to demonstrate ROI and align on strategic goals.
Ensure seamless renewals and a high customer retention rate.
Collaborate closely with Sales to identify upsell and cross-sell opportunities and expand account value.
Proactively surface and enable new use cases for Yellow.ai’s solutions to deepen customer engagement.
Customer Advocacy & Community Building
Be the voice of the customer—gather and share actionable feedback with Product, Engineering, and Marketing teams.
Champion and lead case studies, customer meetups, and NPS/CSAT surveys.
Cultivate brand champions and transform satisfied customers into long-term advocates.
Strategic Leadership & Team Growth
Mentor and coach team members; contribute to a culture of excellence within the CS function.
Lead large or strategic accounts, helping to standardise and scale best practices in customer success.
Continuously evolve internal processes to maximize customer value at scale.
Requirements
You’re a great fit if you already meet the following prerequisites.
6–12 years of experience in Customer Success, Pre-Sales, Strategy Consulting, or Account Management, ideally in SaaS or Tech Products.
Strong familiarity with AI, automation, or conversational platforms.
Comfortable working in fast-paced startup environments and scaling processes from 0 to 1.
Excellent communication and relationship-building skills, with experience handling global clients (US/EU focus).
Highly analytical and solution-oriented; can identify customer needs and translate them into outcomes.
Passionate about creating impact, obsessed with delivering value, and relentlessly focused on growth—for the customer and the company.
Why should you work with us?
An opportunity to build and contribute to an organization that is growing 5x
Flexibility of Work - We’re a virtual first hybrid organization. Work from anywhere, anytime
Personalized Medical Insurances for you and family
We have a doctor and counsellor on call to take care of all your wellness needs.
Work From Home Allowances, Wifi, and telephone reimbursements
Stock Option Plans for Wealth creation
Certified ‘Great Place to Work’ for two years in a row
An opportunity to work with the best minds in the industry
If you’re keen on reading what our employees have to say, visit us on Glassdoor