Customer Success Manager

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.

You'll thrive at LiveKit if you:

• are customer obsessed

• are known as the go-to person for tackling tough problems

• work hard and can build and ship fast

• focused on polish, detail and quality

• are a fast learner, frequently picking up new tips, tricks, and skills.

The best way to impress us is with thoughtful ways you’d implement LiveKit, and potentially tinkering with it 😊

About This Role:

LiveKit is seeking a Customer Success Manager (CSM) to drive adoption, satisfaction, and long-term success for our customers. You’ll act as a trusted partner, sitting in the “passenger seat” alongside Account Executives to ensure customers realize the full value of LiveKit.

This role blends customer advocacy and revenue alignment—you’ll support existing customers with their needs and questions, proactively drive adoption across accounts, and also play a role in qualifying expansion opportunities and new leads. As one of our early CSM hires, you’ll help shape how we deliver success, scale adoption, and build lasting relationships with customers.

What You’ll Do

• 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.

Who You Are

• 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.

Our Commitments to You

We offer

• 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

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