Customer Success Manager

What you'll do

• Drive Customer Outcomes - 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.
• Cross-Functional Problem Solving - Partner with forward deployed engineers to troubleshoot issues, accelerate resolutions, and ensure customers stay successful in production.
• Proactive Technical Guidance - Educate customers on best practices, new features, and optimization strategies, helping them get more value from Bland with every interaction.
• Customer Growth & Expansion - Work closely with customers to uncover new use cases, map expansion opportunities, and translate insights into actionable growth plans.
• Executive & Technical Communication - Engage confidently with stakeholders at every level, simplifying complex AI behavior into clear recommendations that drive adoption and outcomes.
• High-Ownership, High-Velocity Mindset - Operate with positivity, pace, and accountability in a fast-moving startup environment.

Qualifications

• Technical Foundation - 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 & Perks

• Salary: $120k – $180k base + meaningful equity + benefits
• Gorgeous office in Jackson Square, San Francisco (rooftop views & great coffee shops nearby).