Customer Success Manager

Description

We are looking for a driven and strategic Customer Success Manager to join our founding team and play a critical role in building long-term relationships with our customers. As an early member of the team, you will own the full customer lifecycle- from onboarding to expansion- ensuring our clients derive maximum value from our AI-powered platform. This is a unique opportunity to shape the Customer Success function from the ground up in a fast-growing B2B SaaS company leveraging cutting-edge AI technologies. If you are passionate about working closely with customers, influencing product direction, and building scalable processes, we’d love to meet you.

Key Responsibilities

• Own the end-to-end customer journey, including onboarding, adoption, retention, and expansion.
• Serve as the primary point of contact for customers, building strong, trusted relationships with key stakeholders.
• Drive product adoption and ensure customers achieve measurable business outcomes using our AI solutions.
• Work cross-functionally with Product, R&D, and Sales to relay customer feedback and influence the product roadmap.
• Identify opportunities for upsell and expansion within existing accounts.
• Develop and refine scalable Customer Success processes, playbooks, and best practices.
• Proactively monitor customer health and mitigate risks to ensure high retention rates.
• Lead onboarding processes and ensure smooth implementation tailored to each client’s needs.

Qualifications

• 3+ years of experience in Customer Success, Account Management, or a similar client-facing role in a B2B SaaS company.
• Strong ability to understand technical products (experience with AI/ML products is a plus).
• Excellent communication and relationship-building skills with both technical and business stakeholders.
• Proven track record of driving customer retention and growth.
• Highly proactive and independent, with the ability to operate in a fast-paced startup environment.
• Strong problem-solving skills and a customer-first mindset.
• Experience working closely with product and engineering teams.