Founding CSM (AI Startup)

Job Description

About Us

We’re an AI startup building automated sales and marketing for cash-based medical clinics. Our customers are majority women-owned businesses and rely on us to deliver intelligent, reliable AI experiences that drive revenue and growth and serve their customers. As we grow, we’re looking for a Founding Customer Success Manager to be the first line of problem-solving and customer advocacy, ensuring users succeed and feel supported at every step.

The Role

As Founding CSM, you’ll be the primary point of contact for our customers after they go live. You’ll help them achieve measurable business outcomes using our platform, deepen their understanding of AI-driven automation, and ensure they continue to grow with us. This is a hands-on, high-impact role that combines relationship management, strategic advising, and occasional technical troubleshooting.

Your north star will be Net Revenue Retention (NRR) - driven by retention, engagement, education, and expansion. You’ll work closely with Sales, Support, and Product teams to turn happy customers into long-term partners.

What You’ll Do

• Own customer relationships after onboarding — ensuring customers achieve success and see measurable results from our AI-driven marketing platform.
• Drive product adoption and engagement by helping customers optimize prompts, workflows, and configurations.
• Identify opportunities for expansion and upsell, collaborating with Sales to close them.
• Monitor account health, usage, and satisfaction; proactively address risks and resolve issues before they escalate.
• Provide strategic guidance to customers on how to best leverage automation to grow their business.
• Collaborate cross-functionally with Product, Engineering, and Support to represent the voice of the customer and influence product direction.
• Design and improve processes, playbooks, and success frameworks as we scale our customer base.
• Mentor and eventually help build and manage a team of CSMs as the company grows.
• Occasionally jump in for hands-on configuration or troubleshooting to deliver a great customer experience.

What We’re Looking For

Nice to Have

Why Join Us