# Founding Customer Success Manager

**Company:** [Improbable](https://hotfix.jobs/companies/improbable)
**Location:** Remote
**Role:** Customer Success
**Experience:** 5+ years
**Skills:** Customer Success, Account Management, Onboarding, Consulting, AI Tools, Workflow Automation, Process Mapping, Customer Retention, Customer Feedback, Health Metrics, Playbook Development
**Posted:** 2026-09-09

> Build Bolter’s customer success function from scratch by onboarding operators, translating their business processes into automated blueprints, driving retention, and shaping the product through customer feedback. Requires 5+ years in customer-facing work, strong process-mapping ability, AI fluency, and excellent communication.

## Job Description

## Responsibilities
- Run one-to-one onboarding sessions for batches of operators, ensuring each customer leaves with a working automation.
- Work with customers to map business processes into blueprints, including steps, exceptions, and sign-offs.
- Drive retention and customer value through check-ins, reactivation, recurring workflows, and team expansion.
- Capture, synthesize, and communicate customer feedback to the product team.
- Build onboarding playbooks, health metrics, and a scalable customer engagement model.
- Help hire and develop the future customer success team.

## Requirements
- 5+ years of experience in customer success, account management, onboarding, consulting, or a similar customer-facing role.
- Experience with fast-scaling technology startups is preferred.
- Ability to translate complex business processes into clear, structured workflows.
- Fluency with AI tools and interest in agent-driven workflows.
- Patience and warmth when working with non-technical users.
- Strong written and spoken English.

## Nice-to-haves
- Other European languages.

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