Customer Success Manager
Own post-sales success for Bland AI's voice AI phone agents. Drive customer outcomes, troubleshoot with engineers, guide on best practices, and identify expansion opportunities for enterprise clients. Requires 5+ years technical customer-facing experience, API/integration fluency, and strong communication skills.
About the job
Responsibilities
- Own the post-sales journey end-to-end, ensuring every customer launches quickly, hits quantifiable KPIs, and sees unmistakable ROI from our agents.
- Diagnose blockers before they become problems, push customers toward high-value use cases, and turn every deployment into a measurable win.
- Partner with forward deployed engineers to troubleshoot issues, accelerate resolutions, and ensure customers stay successful in production.
- Educate customers on best practices, new features, and optimization strategies.
- Uncover new use cases, map expansion opportunities, and translate insights into actionable growth plans.
- Engage confidently with stakeholders at every level, simplifying complex AI behavior into clear recommendations that drive adoption and outcomes.
- Operate with positivity, pace, and accountability in a fast-moving startup environment.
Requirements
- Technical Foundation (CS/Engineering or Equivalent Experience): Degree or equivalent hands-on experience enabling deep understanding of customer architectures and AI workloads.
- 5+ Years in Technical Customer-Facing Roles: Experience as a TAM, Technical Lead, Solutions Architect, Customer Engineer or similar role owning post-sales success and enterprise customer outcomes.
- API & Integration Fluency: Comfortable reading/writing REST/JSON, interpreting logs, querying data with SQL and understanding how systems integrate in production.
- Escalation & Incident Management: Skilled in resolving complex issues, guiding senior stakeholders, and driving clarity during high-pressure situations.
- Strong Communication Skills: Able to simplify technical concepts for executives and dive deep with practitioners.
- High EQ & Customer Advocacy: Builds trust quickly, navigates competing priorities, and proactively guides customers towards best practices through structured touchpoints such as MBR/QBRs.
- Cross-Functional Collaboration: Proven success partnering with Sales and Engineering to drive adoption and growth.
- Thrives in Fast-Paced Environments: High-ownership operator who excels in rapid, high-impact cultures.
Nice-to-Haves
- Startup experience or early-stage TAM experience.
- Experience with AI/ML, conversational AI, or telephony systems.
- Familiarity with debugging distributed systems, logs, or APIs beyond REST/JSON.
- Background working with voice workflows, call flows, or contact center tech.
- Experience building TAM playbooks or customer onboarding frameworks.
Compensation & Benefits
- Salary: $120k – $180k base + meaningful equity + benefits.
- Gorgeous office in Jackson Square, San Francisco (rooftop views & great coffee shops nearby).
Skills
REST APIs, JSON, SQL, AI, Machine Learning, Conversational AI, Telephony Systems, Incident Management, Customer Success
Similar jobs
Customer Success jobs
Kodex
United States
Own onboarding, adoption, retention, renewals, and expansion for strategic SaaS customers while building scalable Customer Success processes. The role requires at least five years of customer-facing experience, SaaS or account management expertise, strong executive communication, and technical fluency.
Skydio
United States
Own implementation, adoption, retention, and expansion for mid-market public safety customers using Skydio’s autonomous drone solutions. The role requires enterprise technology delivery experience, strong customer engagement and project management skills, remote customer success experience, and travel.
Sourcegraph
United States
Manages enterprise and commercial customer accounts for a technical SaaS product, driving adoption, renewal health, and expansion. The role requires customer-facing experience, technical SaaS familiarity, strong presentation skills, and analytical, autonomous execution.
Harvey
New York, NY
Own retention, renewals, and expansion across a high-volume Enterprise SaaS customer portfolio. The role combines consultative engagement, data-driven health monitoring, QBRs, and cross-functional collaboration to drive adoption and revenue growth.
Hinge Health
San Francisco, CA
Own and scale Hinge Health’s Support knowledge program by improving information architecture, content quality, governance, reporting, and AI-supported workflows. The role requires 3+ years managing customer-facing knowledge or documentation, strong writing and operations skills, and experience with knowledge-base platforms.