What are the responsibilities and job description for the Enterprise Customer Success Manager position at Sendbird?
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.
This role requires in office attendance 3 days/week.
Who You Are
For cash compensation, we set standard ranges for all roles based on function, level, and geographic location. To determine our ranges, we utilize a variety of compensation data benchmarked against similar-stage growth companies. A reasonable estimate of the current salary range for this role is $135,00 - $165,000 OTE with a 90/10 split. This range is specific to the San Francisco Bay market. We consider several factors when making final compensation decisions including, but not limited to, skill sets, experience and training, licensure and certifications, and other business and organizational needs which may cause your specific offer to vary from the amount listed above.
Flexible Work Policy
We offer a flexible work schedule at Sendbird. We also value collaboration and relationship building. With those values in mind, we require all employees within an hour's commute range of their local office to gather with their team in the office three days per week as a minimum. Some of our roles require a more frequent in-office schedule. Please work with your manager to understand the office time requirements for your position.
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.
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.
This role requires in office attendance 3 days/week.
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 quickly learning new tools and technologies.
- 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.
- 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.
- 20 days PTO, 13 paid US company holidays, 7 sick days, 1 volunteer day, plus 2 rest/rejuvenation days and birthday day off
- Company subsidized medical, dental, vision insurance (100% for the employee, 80% for dependents)
- Flexible Spending Accounts or Health Savings Accounts, depending on your selected health insurance plan
- Equity program
- 401K program
- Parental leave
- Life and disability insurance
- Be Your Best Self: An annual stipend of $3,500 (prorated by start date) for expenses ranging from professional development classes and training, to personality assessments, gym memberships, books, fitness classes, mental health services and massages
For cash compensation, we set standard ranges for all roles based on function, level, and geographic location. To determine our ranges, we utilize a variety of compensation data benchmarked against similar-stage growth companies. A reasonable estimate of the current salary range for this role is $135,00 - $165,000 OTE with a 90/10 split. This range is specific to the San Francisco Bay market. We consider several factors when making final compensation decisions including, but not limited to, skill sets, experience and training, licensure and certifications, and other business and organizational needs which may cause your specific offer to vary from the amount listed above.
Flexible Work Policy
We offer a flexible work schedule at Sendbird. We also value collaboration and relationship building. With those values in mind, we require all employees within an hour's commute range of their local office to gather with their team in the office three days per week as a minimum. Some of our roles require a more frequent in-office schedule. Please work with your manager to understand the office time requirements for your position.
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.
Salary : $3,500