Overview
Customer Success Manager Jobs in United States at Swooped
Title: Customer Success Manager
Company: Swooped
Location: United States
Swooped is a Talent Platform (not a staffing agency). We are not the employer for this role and do not make hiring decisions. Clicking "Apply" takes you to Swooped to review the role and hiring company details.
About the Opportunity
The company is an enterprise-grade Customer Experience AI platform that unifies conversations, intelligence, and action to turn contact centers into performance engines. Built to optimize the full lifecycle of human and AI agents, the platform enables enterprises to automate customer interactions, augment agent performance, and deliver governed AI at scale.
On a single platform, the company combines Voice and Chat AI Agents, real-time AI Copilots, and Conversation Intelligence with 100% interaction coverage for quality, compliance, and performance management. Trusted by brands, the platform delivers fast time-to-value, measurable ROI, and consistent, high-quality customer experiences across every channel.
The Opportunity
The organization is seeking a Customer Success Manager to drive customer adoption, value realization, and retention. In this role, you will work closely with contact center leaders and executive stakeholders to help enterprises transform how they operate by deploying AI agents, copilots, and conversational intelligence, to drive meaningful process change, and achieve measurable business outcomes.
You will act as a trusted advisor, guiding customers through adoption, accelerating time-to-value, and ensuring the platform becomes embedded in how they run their operations. As part of a fast-growing AI platform company, you’ll also play a key role in shaping how Customer Success scales by building best practices, influencing product evolution, and helping define the future of AI-powered customer experience.
Key Responsibilities
- 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 the product continues to enhance
- Confidently working in an ambiguous environment – the organization is a fast-moving startup!
- Collaborating internally and externally to solve pain points for your customer
- Providing key contributions to help grow and scale the Customer Success organization
Required Qualifications
- 5+ years of experience owning clients in a CSM capacity for a SaaS solution, with proof of value add
- Ability to articulate how you uncover your customers business needs, and align usage of your SaaS product to meet those needs
- Knowledge of SaaS business models, customer success methodologies, and customer lifecycle management
- Strong communication, presentation, and interpersonal skills
- 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
- Eager to learn, try new things, and take calculated risks – for great impact, reward, and fulfillment!
Preferred Qualifications
- None specified in original posting.
Additional Information
- 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: An 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 $106,000-$128,000 Range 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 organization’s compensation practices.
Our Commitment to Inclusion and Belonging
The organization is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. The organization 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. The organization 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 the organization, we encourage you to apply.