Customer Success Manager - Remote

Overview

LiveKit is revolutionizing the AI landscape by providing the essential network infrastructure that powers multimodal AI interfaces, enabling seamless audio and visual interactions. Founded in 2021, LiveKit has rapidly grown to support over 3 Billion calls annually, 100,000+ developers globally, and industry giants like OpenAI, Character AI, Spotify, and Meta.

In Short

• Drive adoption and engagement of LiveKit’s platform across assigned customer accounts.
• Partner closely with Account Executives, acting as a strategic co-pilot in customer relationships.
• Support customer needs and questions, ensuring fast, clear, and empathetic responses.
• Qualify new leads and expansion opportunities, surfacing upsell/cross-sell opportunities back to Sales.
• Build and maintain trusted relationships with customer stakeholders, from technical users to executives.
• Guide new customers through onboarding, enablement, and best practices to ensure early success.
• Develop and deliver success plans that align LiveKit’s capabilities to customer goals.
• Proactively monitor customer health, usage patterns, and feedback to identify risks and opportunities.
• Act as the voice of the customer internally, sharing insights with Product, Engineering, and Marketing.
• Contribute to building scalable CS playbooks, processes, and documentation for the team.

Requirements

• 3–6 years of experience in Customer Success, Solutions Engineering, or Account Management at a SaaS, API, or developer tools company.
• Strong technical aptitude—you can engage with technical customers and understand their use cases.
• Proven ability to drive product adoption and build long-term customer relationships.
• Experience partnering with Sales to support renewals, expansions, and pipeline generation.
• Excellent communication and relationship-building skills, with comfort interacting at multiple levels (developers, product managers, executives).
• Highly organized, proactive, and empathetic—you’re equally comfortable solving tactical issues and driving strategic conversations.
• Experience with CRM and customer success tools (e.g., Salesforce, HubSpot, Gainsight) and a data-driven approach to customer health.
• Comfortable in a fast-paced, early-stage startup where processes are still being built.
• A natural problem-solver who enjoys helping customers succeed and finding opportunities for growth.

Benefits

• An opportunity to build something truly impactful to the world.
• Contribute to open source alongside world-class engineers.
• Competitive salary and equity package.
• Health, dental, and vision benefits.
• Flexible vacation policy.