Customer Success Manager/Lead

Company: PlayHT, Inc.
Location: Palo Alto
Posted on: May 18, 2025

Job Description:

PlayAI is at the forefront of generative voice and conversational LLMs. With our Speech Synthesis and Voice Cloning models, we are building the SOTA conversational AI products.We are building a platform and infrastructure for Conversational AI Voice Agents so that every business, developer, or tinkerer can easily build talking human-like AI agents and use them to serve their customers; this will unlock massive value for the world and a lot of happiness for people using these delightful agents.We joined YC last year in the YC W23 batch. Since then, we have raised $21m in seed funding and seen significant growth in users and revenue (20x the last two years).We are seeking a Customer Success/Support Manager to join our team in Palo Alto, CA. This role will be pivotal in bridging our higher-level customer success strategy with our customer success team in India, ensuring alignment and operational efficiency. You will own process improvements, customer support efficiency, and team coordination, ensuring we continue to deliver top-tier service to our growing customer base, especially our business customers. As we expand, and through your successful efforts in the role, you'll have the opportunity to take on more leadership responsibilities as we grow quickly. However, this is an individual contributor role to start with.Our current support team primarily focuses on B2C customers, but as we win larger B2B contracts, we need someone to develop and optimize the B2B support process. Additionally, many of our B2B customers start in our B2C/self-serve funnel, so ensuring a seamless transition between these two support models will be critical to success.Responsibilities

• Serve as the primary liaison between the Palo Alto HQ and our Customer Success team in India, ensuring clear communication and execution of company strategy.
• Improve customer success and support processes to increase efficiency and scalability while maintaining high-quality service.
• Define KPIs and reporting structures to measure team effectiveness and customer satisfaction.
• Help develop, design, and execute success strategies and methodologies for our B2B business and strategic accounts.
• Identify bottlenecks in customer support workflows and implement solutions that improve response times and resolution rates.
• Work closely with Product, Engineering, and Sales to ensure customer feedback is captured and translated into actionable improvements.
• Provide high-level strategic guidance to the India team, ensuring their efforts align with PlayAI's overall growth and customer success vision.
• Develop training and resources to enhance the team's capabilities in handling customer inquiries and escalations.Requirements
  • 3+ years of experience (minimum) in Customer Success, Support, or Operations roles, preferably in SaaS, AI, or Developer-focused products.
  • Expectation is you will be in the office in Palo Alto (5 days a week). We are moving too fast for remote or hybrid work right now for this role.
  • Proven track record in process improvement and operational efficiency within a Customer Success, Account management or Support function.
  • Experience working with offshore teams and managing cross-border collaboration.
  • Startup experience is highly preferred, with the ability to thrive in a fast-paced, evolving environment.
  • Ability to articulate and engage at executive levels, as you will be in front of key customers, including CEOs, Founder,s and C-suite
  • Strong analytical skills with the ability to leverage data to drive decision-making and improve team performance.
  • Willingness to engage with global customer,s which might mean late nights or early mornings (to cover the global customer base)
  • Excellent communication and leadership skills, with the ability to translate high-level strategy into actionable plans
  • Familiarity with customer support tools, CRM platforms, and workflow automation.Why Join PlayAI?
    • Play a pivotal role in a high-growth AI startup, shaping the future of Conversational AI.
    • Work in a fast-paced, innovation-driven environment with top-tier talent.
    • Competitive compensation and benefits package, including health, dental, vision, and flexible PTO.
    • Opportunity to work on cutting-edge AI technologies and make a real impact on the industry.If you're passionate about customer experience, process efficiency, and AI-driven technologies, we'd love to hear from you. Apply today!
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Keywords: PlayHT, Inc., Watsonville , Customer Success Manager/Lead, Executive , Palo Alto, California