Customer Success Programs Lead
Own customer health scoring, lifecycle automation, and scaled programs that drive adoption, retention, and expansion. Build AI-powered CS systems from the ground up at a high-growth SaaS company.
Customer Success Manager
Own and grow a book of high-value enterprise accounts end-to-end from onboarding through renewal and expansion. Requires 4+ years in Customer Success with PLG SaaS experience and comfort with modern GTM stacks.
180k – 250kSan Francisco, CACustomer SuccessOnsite4+ YOE
About the role
What You'll Do
- Own and grow a book of business across business, enterprise, and high-potential accounts, from onboarding through renewal and expansion.
- Run high-touch onboarding for strategic accounts, including custom kickoffs with Sales and Recruitment.
- Become a deep product expert and trusted advisor to customers, helping them design workflows, best practices, and change management around AI-powered note-taking.
- Take on technical ownership of AI integrations and setup (e.g., MCP-style integrations, AI tooling) as the product evolves.
- Contribute to our CS playbook: processes, metrics, cadences, and how we segment and support accounts as we scale.
- Collaborate closely with Sales, Product, and Leadership to bring customer insights into roadmap and go-to-market decisions.
What We're Looking For
- 4+ years in Customer Success (ideally 5+), with at least 2 years managing a consistent book of business at the same company throughout the post-sales lifecycle (onboarding, adoption, renewal / upsell).
- Experience in PLG / high-velocity SaaS environments (think Intercom, HubSpot, or earlier-stage Monday.com/Asana-style products) rather than large, heavy enterprise motions.
- Comfort working with modern SaaS and GTM stacks (e.g., Attio, Stripe, Juro, Omni).
- Experience with AI products & integrations is a strong plus.
- US-based and able to work from our San Francisco office 5 days a week once we have one (no visa sponsorship available).
As a Person You...
- You're a builder: resourceful, self-sufficient, and excited to help shape CS processes, playbooks, and systems as we grow.
- You're hungry and ambitious. You care about growth, impact, and taking on wide scope in a small team.
- You're genuinely customer-obsessed: you build strong rapport, ask sharp discovery questions, and leave people feeling understood and supported.
- You're curious about product and AI, and enjoy digging into how things work and pushing for deeper understanding.
- You communicate clearly, collaborate well with Sales and Product, and are comfortable operating with ambiguity in a fast-moving startup.
Nice to Have
- Hands-on experience with AI tooling or integrations (e.g., MCP-style integrations, AI-powered workflows, or similar).
- Experience at an earlier-stage company where you helped shape the CS function.
Skills
Customer SuccessSaaSProduct-Led GrowthOnboardingRenewalUpsellAi IntegrationsAttioStripeJuro
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