# Customer Success Manager - AI

**Company:** [FleetWorks](https://hotfix.jobs/companies/fleetworks)
**Location:** San Francisco, CA
**Role:** Customer Success
**Skills:** B2B Customer Success, Account Management, Sales Engineering, Implementation, Requirements Gathering, Technical Configuration, Documentation, Process Building, Customer Education, Cross-Functional Collaboration
**Posted:** 2026-03-26

> Own the full customer lifecycle for AI voice agents in freight logistics, managing pilots, implementations, and renewals while building CS processes from the ground up.

## Job Description

## Responsibilities
- Manage the full customer lifecycle, acting as the primary owner from pilot kickoff through implementation, adoption, and renewal.
- Program manage high-stakes pilots and implementations, ensuring timelines are met and customers realize immediate value from our platform.
- Work closely with Engineering to scope and deliver on individual customer integration requirements, acting as the technical voice of the customer.
- Build the CS foundation (0-to-1) by creating documentation, establishing operating procedures, and designing the engagement cadences needed to scale.
- Drive ongoing customer education, ensuring users understand the full power of voice agents and platform features.

## Requirements
- Professional experience in B2B customer success, account management, sales engineering or implementation, in an entrepreneurial environment.
- "Builder" mindset: excited to be the second member of the team and work on 0-1 projects like building playbooks and defining processes.
- Technical aptitude: comfortable working hands-on with complex requirements gathering and configurations and collaborating with engineers.
- Healthy appreciation for hard problems in a massive, complex industry.

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**Canonical:** https://hotfix.jobs/jobs/2e0ac3e1-556b-4848-bb36-b27da5e3e9b6