Customer Success Manager

Position: Customer Success Manager (Senior and Junior openings available)

Location: San Francisco, CA

Length: Permanent

Ideally looking for: Prior experience at GTM Sales company, experience establishing playbooks / building out CS function

The Opportunity

As a Customer Success Manager, you'll serve as a strategic partner to customers, helping them get maximum value from an AI-native CRM and broader revenue platform.

You'll own relationships across a portfolio of high-value customers and be responsible for driving adoption, engagement, retention, and expansion. The role sits at the intersection of customer strategy, product expertise, and hands-on execution. You'll work closely with customers to understand their goals, translate those goals into measurable success plans, and ensure they continue seeing meaningful value from the platform over time.

The company is still very much in build mode and places a strong emphasis on working together in person. This role is expected to be in the San Francisco office five days per week.

What You'll Do

• Own Customer Relationships
• Serve as the primary post-sales partner for a portfolio of customers, building trusted relationships with day-to-day users, key stakeholders, and executive sponsors.
• Drive Adoption and Customer Value
• Help customers get deeper value from the platform by increasing adoption across teams, workflows, and product modules. Lead regular strategy and success reviews focused on ROI, usage, and business outcomes.
• Build and Execute Success Plans
• Work with customers to define clear goals, establish success metrics, and develop actionable plans for achieving them. Maintain accountability on both sides throughout the customer lifecycle.
• Monitor Customer Health and Reduce Risk
• Use engagement, product usage, customer sentiment, and other health signals to identify potential risks early. Develop proactive plans to address issues before they impact retention.
• Identify Expansion Opportunities
• Recognize opportunities for customers to adopt additional capabilities and partner with Sales or Account Management on thoughtful expansion strategies.
• Support Renewals
• Work closely with the commercial team to forecast renewals, communicate customer needs, resolve outstanding issues, and ensure a smooth renewal process.
• Work Cross-Functionally
• Partner closely with Product, Onboarding, Support, Sales, and Marketing. Represent the voice of the customer internally, surface recurring feedback, escalate important issues, and help improve the overall customer experience.
• Help Build the Customer Success Function
• Use customer insights, health scoring, AI-enabled tools, and success metrics to continuously improve how the company manages customers. Help create and refine the playbooks, processes, and best practices the CS organization will use as it scales.

Who You Are

• Customer-Obsessed
• You take real ownership of customer outcomes and are motivated by helping customers succeed, not simply managing accounts.
• Consultative
• You can understand a customer's business goals and connect those goals to the right product capabilities, workflows, and measurable outcomes.
• Strong Communicator
• You can communicate clearly and confidently with everyone from hands-on users to senior executives and simplify complex concepts when needed.
• Analytical
• You're comfortable using product usage, customer health metrics, engagement data, and other signals to determine where to focus your attention.
• Highly Organized
• You can manage multiple accounts, stakeholders, deadlines, risks, and renewal milestones without losing attention to detail.
• Comfortable in a Startup
• You operate well with ambiguity, move quickly, take ownership, and are willing to help build processes rather than rely on an established playbook.

What We're Looking For

• Bachelor's degree in Business, Marketing, Economics, or a related field, or equivalent professional experience
• Approximately 3–7 years of experience in Customer Success, Account Management, Consulting, or a related customer-facing function within B2B SaaS
• Experience in CRM, RevOps, sales technology, or broader GTM software is strongly preferred
• Track record of improving customer adoption, retention, satisfaction, and account growth
• Experience managing complex customer relationships and multiple stakeholders
• Strong written, verbal, and presentation skills
• Comfortable using data, usage analytics, health scoring, and forecasting to manage a customer portfolio
• Familiarity with AI-powered productivity or customer-management tools
• Highly proactive, organized, and capable of managing multiple priorities simultaneously
• Ability to work effectively across Product, Sales, Onboarding, Support, and other teams
• Prior startup or high-growth company experience is a strong plus