Customer Success Manager
Sendbird is on a mission to build the AI workforce of tomorrow. Sendbird is the omnichannel AI agent platform enterprises choose to elevate the customer experience by initiating autonomous support & sales conversations, keeping humans in the loop for complex inquiries, and re-engaging customers with proactive business messages. We are the omnichannel AI agent platform enterprises choose to elevate customer experience. Trusted by 4,000+ of the world’s most popular apps—including industry leaders like Match Group, Rakuten, Yahoo, and Coupang—Sendbird powers over 7 billion messages every month.
We’re looking for a dynamic and experienced Customer Success Manager to lead strategic relationships with some of our largest and fastest-growing accounts. In this role, you will be the trusted advisor to our customers, driving the adoption and success of Sendbird’s products by aligning our capabilities with their most critical business goals. You'll play a pivotal role in delivering exceptional customer experiences while solving complex challenges across diverse organizational environments.
Who You Are
- You have a proven track record of driving business outcomes for complex and rapidly scaling organizations.
- You're a clear and confident communicator, adept at aligning KPIs across a wide range of stakeholders — both within customer organizations and internally across teams at Sendbird.
- You thrive in ambiguity and don’t back down from complex problems, often finding creative and innovative solutions.
- You're naturally curious, tech-savvy, and comfortable quickly learning new tools and technologies.
What You’ll Do
- Manage a portfolio of high-value, strategic accounts and lead customers through the full lifecycle, from onboarding and adoption to expansion and advocacy.
- Build and execute Customer Success Plans that tie Sendbird’s products to measurable business outcomes for each account.
- Act as a strategic advisor to customers, identifying opportunities for deeper product adoption and new use cases that drive value.
- Partner closely with Sales, Engineering, Product, and Support teams to advocate for customer needs, solve challenges, and ensure seamless product delivery and adoption.
- Proactively identify risks and roadblocks and drive swift cross-functional alignment to resolve issues before they escalate.
- Conduct regular on-site and virtual meetings with both operational and executive stakeholders to strengthen relationships and reinforce Sendbird’s strategic value.
- Collaborate with a high-performing global Customer Success team, sharing insights, best practices, and contributing to team-wide initiatives that enhance our approach.
What You Bring
- 5+ years of experience in Customer Success or a strategic customer-facing role, preferably within SaaS or tech-focused environments.
- Proven ability to manage business-critical KPIs and translate technical solutions into business value for a range of stakeholders — from developers to C-level executives.
- Exceptional problem-solving skills with a customer-first mindset and the ability to navigate complex technical and organizational landscapes with diplomacy and professionalism.
- Strong organizational and time-management skills, especially when working with cross-functional and globally distributed teams.
- A self-starter attitude with the drive to contribute beyond your role — bringing fresh ideas, leading initiatives, and elevating team culture.
What diversity and inclusion mean to us
There is no such thing as a perfect candidate, and the best employees come from a wide range of backgrounds, experiences, and skill sets. Sendbird is a place where everyone can learn and grow. We respect, promote, and encourage diversity for equal employment opportunities and encourage you to apply if this role excites you.
About Sendbird
Combining omnichannel AI and battle-tested, award-winning communication APIs, Sendbird enables businesses to build AI agents and meaningful customer connections at scale.
Trusted by 4,000+ leading apps—including DoorDash, Match Group, Noom, and Yahoo Sports—Sendbird powers over 7 billion conversations every month, offering exceptional reliability, security, and compliance that meet enterprise-level demands.
Headquartered in California, Sendbird is backed by ICONIQ, SoftBank, Tiger Global, Y Combinator, and other reputable investors.
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At Sendbird, we're on an exciting mission to redefine the customer experience with our omnichannel AI agent platform. As a Customer Success Manager based in beautiful San Mateo, California, you will play a key role in managing strategic relationships with some of our largest and fastest-growing accounts. Your primary goal is to help these enterprises maximize their use of our innovative products, driving both autonomy in support and sales conversations and an impressive customer journey. Ideally, you come with a solid background in Customer Success, particularly within SaaS or tech environments, and you're not just tech-savvy but genuinely passionate about creating solutions that make a difference. With your outstanding communication skills and strategic mindset, you'll partner closely with not only our customers but also internal teams, ensuring everyone is aligned and working towards shared business goals. We trust that your proactive nature will help you identify potential challenges before they arise, making you an invaluable part of the Sendbird family. If you're ready to elevate customer experiences and solve complex problems with creativity, we would love to have you on board!
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SendBird is here to help businesses harness the benefits of messaging by digitizing human interactions to increase user engagement and to grow the business. Messaging is now a new pathway for digitizing human interactions. Business messaging tool...
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