Cyara

Sr. Customer Success Manager

Posted 2 Days Ago

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Hiring Remotely in Australia

Remote

Senior level

Software

The Role

Lead enterprise customer relationships to ensure adoption and ROI of Cyara's CX assurance platform. Drive outcome-focused success plans, coordinate cross-functional delivery, run Executive Business Reviews, identify expansion opportunities, manage escalations, and provide program management for multinational accounts.

Summary Generated by Built In

As the global leader in AI-powered customer experience assurance, we help some of the world's most recognized brands deliver seamless, reliable, and engaging interactions across voice, digital, messaging, and AI-powered channels. Every year, our platform helps optimize hundreds of millions of customer journeys, ensuring businesses can confidently deliver exceptional experiences at scale.

As enterprises race to deploy agentic AI, the defining question is no longer whether AI can handle customer interactions, it’s whether those interactions can be trusted. Cyara is the confidence layer that answers that question, testing AI agents with AI agents to detect hallucinations, validate decisions, and ensure compliance before failures ever reach your customers.

Joining Cyara means helping shape the future of customer experience, partnering with some of the world’s biggest brands, and working alongside passionate, talented people who are committed to making every customer interaction better.

Sr. Customer Success Manager
We are seeking an exceptional Sr. Customer Success Manager to join our team. 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
• 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
• 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:

• Consistently delivers excellent customer experience: 5+ years of experience in a Customer Success Role
• Strategic mindsight with experience managing large, multinational accounts
• Can have strategic conversations with and confident presenting to senior customer executives
• Able to coordinate and mobilize internal resources to deliver customer outcomes, including coordinating across time zones with global teams (Sales, Product, Support, Professional Services)
• Proven ability to operate independently as the sole CSM in a region, exercising sound judgement on prioritization, escalation, and resourcing without daily oversight
• Self-starter who builds structure and process where none exists, rather than waiting for direction
• Experience navigating cultural and business nuances across APAC markets, adapting engagement style to local customer expectations
• 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
• Genuine enthusiasm for AI and emerging technology, with a track record of adopting AI tools in your own workflow and comfort discussing AI-driven use cases with customers
• 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
• Self-directed and comfortable working autonomously
• Customer Focused
• Articulate and confident
• A communicator
• A problem solver

Why you should join us: 

Looking for a place where your ideas matter, your growth is accelerated, and your work creates real impact? Welcome to Cyara.

We're building the assurance layer that gives enterprises the confidence to deploy agentic AI at scale with a global team that values curiosity, collaboration, and continuous learning. Whether you're launching new ideas, solving complex problems, or learning from talented colleagues across the world, you'll be surrounded by people who challenge and support you to do your best work.

At Cyara, inclusivity isn't a buzzword, it's part of who we are. We foster a culture where everyone feels seen, heard, and empowered to contribute. Pair that with competitive pay, comprehensive benefits, flexible work options, recognition programs, and a strong focus on employee well-being, and you've got a workplace designed for both success and fulfilment.

Big opportunities. Real impact. Amazing people. That's the Cyara experience.

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. 

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.

Skills Required

5+ years of experience in a Customer Success role
Experience managing large, multinational accounts
Comfortable presenting to and having strategic conversations with senior customer executives
Ability to coordinate and mobilize internal resources across time zones (Sales, Product, Support, Professional Services)
Proven ability to operate independently as the sole CSM in a region
Self-starter who builds structure and process autonomously
Experience navigating cultural and business nuances across APAC markets
Background in developing and managing commercial relationships
Proven track record of meeting and exceeding targets
Strong technical acumen to translate product strengths into business value
Enthusiasm for AI and experience adopting AI tools; comfortable discussing AI use cases
Strong program management skills
Strong analytical skills and ability to identify patterns and trends
Previous experience in a SaaS environment or telecoms
Knowledge of testing and the software development lifecycle
Bachelor's degree in a related discipline

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The Company

HQ: Austin, TX

213 Employees

What We Do

Cyara is the world’s leading Automated CX Assurance Platform provider, helping leading brands deliver better CX with less effort, cost, time, and risk. Cyara supports the entire CX software development lifecycle, from design to functional and regression testing, load testing, and production monitoring – ensuring enterprises can build flawless customer journeys across voice and digital channels while reducing the risk of customer-facing defects. Every day, the most recognizable brands across the globe trust Cyara to deliver customer smiles at scale. Come visit us at www.cyara.com.