Founding Customer Success Manager
Builds customer success function from scratch while managing high-value enterprise customers, driving retention and expansion. Works with technical teams on AI document processing, monitors health metrics, and conducts business reviews. Requires 4+ years enterprise experience and AI/ML familiarity.
About the job
Responsibilities
- Managing a portfolio of enterprise customers from implementation through expansion (70% of time)
- Conducting regular business reviews and maintaining strong relationships with key stakeholders
- Monitoring customer health metrics and proactively addressing potential issues
- Creating and executing customer success playbooks for different customer segments
- Building customer success function from the ground up (30% of time)
- Establishing processes for onboarding, training, and ongoing customer engagement
- Creating scalable customer enablement content and documentation
- Partnering with Product and Engineering to represent the voice of the customer
Requirements
- Strategic and technical: Dive deep with technical teams on document processing challenges while maintaining strategic business view
- Process-oriented: Build scalable success processes
- Data-driven: Track and analyze customer health metrics, usage data, and business outcomes
- Exceptional communicator: Engage technical practitioners and executives; excel at documentation, training, and business reviews
- Proactive and independent: Monitor customer health and drive value
Ideal Background
- Worked with enterprise clients in consulting for 4+ years
- Familiar with ML/AI infrastructure or developer tools
- Technical background or strong interest in AI/ML
Nice-to-Haves
- Previously worked at a high-growth startup
- Established relationships in the ML/AI ecosystem
- Experience growing accounts and driving expansions
Skills
Customer Health Metrics, Business Reviews, Customer Onboarding, Ml/Ai Infrastructure, Developer Tools, Customer Success Playbooks, Customer Enablement, Data Analysis, Account Expansion, Strategic Account Management
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