Tavus customers are building products and experiences with conversational AI. Getting from a signed contract to a successful deployment takes more than access to the platform. You will report to our Customer Lead and take ownership of an existing portfolio of customers, helping them move through implementation, adoption, and renewal. You will run the day-to-day relationship, coordinate technical partners, and keep customer commitments moving. This is a hands-on individual contributor role with meaningful independence.
Responsibilities
Own a customer portfolio and build relationships with users, implementers, and buyers; Turn customer goals into working plans with milestones, owners, dependencies, and decision dates; Run dependable customer communication and keep customers informed of changes; Drive adoption and customer value by identifying stalled implementations and coordinating interventions; Prioritize attention across accounts using impact, revenue, growth potential, urgency, and complexity; Coordinate technical work with Customer Engineering, Support, Product, and Engineering until a verified answer or agreed next step is reached; Run renewal preparation and execution for assigned accounts with the Customer Lead and Sales; Identify credible expansion opportunities and bring qualified ones to the appropriate commercial owner; Maintain an actionable account record; Improve operating practices, guidance, and playbooks based on recurring issues
Requirements
Experience independently managing a portfolio of B2B customers through implementation, adoption, and renewal; Experience with APIs, AI, infrastructure, developer tools, or another technical product where customer implementation materially affects success; The ability to enter an account with incomplete information, ask focused questions, and establish a coherent plan; Commercial judgment to connect product performance, usage, customer economics, sponsorship, and business value to retention and expansion; Strong follow-through across several accounts and internal teams; Clear writing and sound judgment in difficult customer conversations; Enough technical fluency to understand an integration, gather useful evidence, and work credibly with engineers; Evidence that you can prioritize competing demands, challenge an ineffective proposed solution, and set realistic expectations while maintaining trust; Comfort improving processes while using them
Stany Zjednoczone · San Francisco
