Founding Customer Success Manager
Founding CSM to own enterprise accounts end-to-end, drive adoption and renewals, and build the Success function from scratch at an AI automation platform. Requires 6+ years in CS/AM/SE and strong technical curiosity.
About the job
What You'll Do
- Own a portfolio of enterprise accounts end-to-end (onboarding, adoption, renewal, expansion) and be the person your customers call when they need to figure out how to make Gumloop work for their business
- Develop and execute comprehensive Success plans that expand adoption and grow consumption across the book, including change management strategies that get buy-in across customer orgs
- Lead customer engagements including QBRs and executive briefings that connect the dots between Gumloop usage and real business outcomes
- Partner with Solutions Engineers to scope, design, and deliver complex customer solutions
- Monitor usage patterns and identify optimization opportunities, proactively addressing underutilization to drive full value from contracted commitments
- Build the Success motion from scratch: playbooks, health scoring, onboarding templates, engagement models
What You Bring
- 6+ years of experience in Customer Success, Account Management, or Solutions Engineering
- Experience working directly with C-level executives and navigating large, complex enterprise organizations
- You've taken accounts from day one onboarding all the way through renewal, and you know what each phase needs to go well
- Strong technical curiosity. You don't need to write code, but you can learn the platform inside and out, build agents and workflows yourself, and guide customers through their own technical implementations
- Comfort operating in a fast-moving, early-stage environment with limited process
Bonus
- First or early Success hire at a fast-growing startup
- Experience with business process mapping, requirements analysis, and solution design
- Ability to understand and articulate AI/ML concepts, API integrations, and software implementation patterns across a diverse set of customer environments
- Existing relationships in enterprise technology or IT leadership
Benefits
- Highly competitive salary and meaningful equity
- Generous paid time off: 24 days for SF employees and 20 days globally, use them as you need
- $350/month wellness benefit to spend on gym, spa, equipment, or whatever keeps you at your best
- 15 days of temporary remote work flexibility per year
- 401k match up to 6%
Skills
Customer Success, Account Management, Solutions Engineering, Enterprise Account Management, QBRs, Executive Briefings, Change Management, Business Process Mapping, Requirements Analysis, Solution Design, Ai/Ml Concepts, API Integrations
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