Customer Success Manager

Job Description

A fast-growing AI startup is looking for its first Founding Customer Success Manager to own the full post-sale lifecycle for major enterprise customers in a complex, global industry. This is a hands-on, high-impact role where you’ll take new deals from contract signature to full operational adoption.

The Role

You’ll lead kickoffs, design and execute implementation plans, ingest customer workflows into the platform, and configure automations so the product integrates seamlessly into daily operations. You’ll be the central point of contact across customers, product, and engineering—ensuring the platform is not only deployed, but deeply adopted.

You’ll monitor engagement, run working sessions, identify friction, and collaborate closely with technical teams to resolve issues and improve functionality. Once customers are stabilized, you’ll drive renewals and expansions by uncovering new use cases, scoping additional workflows, and partnering with sales on commercial discussions.

Why It’s Important

This is a foundational role that will shape how the company delivers value. You’ll build the early customer success playbook, establish scalable onboarding frameworks, define ROI reporting standards, and create tight feedback loops into product development. Over time, this position is expected to evolve into leading the customer success organization.

What You Bring

• 4–8 years in customer-facing roles (CSM, solutions, implementation, product)
• Experience in a fast-paced startup (Series B / C ideal)
• Strong execution, communication, and project management skills
• Comfort working with technical teams and complex workflows
• A bias toward ownership and operational detail

Details

About the Company

The company builds AI systems that automate highly manual, operationally intensive workflows in a global, data-heavy industry. They focus on extracting value from unstructured information, improving accuracy, and creating intelligent workflow automation. The team is small, fast-moving, and values clarity, accountability, and craftsmanship.