ABOUT THIS ROLE

• Create the Customer Playbook: You will be the first customer success hire on this product. Take over success from the founders to create playbooks, iterate, improve and scale for a rapidly growing and healthy product.
• Product-Savvy Buyers: You’ll partner with Product Managers, VPs Product, and CPOs—people who value insight over hand-holding.
• AI-Powered CS: Help craft automated nudges, health-score predictors, and self-serve expansion flows using GenAI—then test them live.
• Startup Velocity, Principal Autonomy: <40 teammates, zero red tape.

WHAT YOU'LL OWN

1. Own Post-Sale End to End: You’ll own the post-sale relationship end to end from deployment, to onboarding, to expansion, to renewal.
2. Deployment: Partner with Sales Engineering to lead deployment of data integrations (Salesforce, Snowflake, Zendesk, etc) and drive time-to-first-insight.
3. Onboarding: Craft and deliver engaging, fun, and educational onboarding sessions for end-users of the product.
4. Health & Engagement: Build and iterate predictive health models; trigger proactive interventions.
5. Use-Case Expansion: Work with product to launch and drive adoption of new features and use cases within customers.
6. Renewals & NDR: Run QBRs, success plans, and executive recaps that make renewal the obvious choice.
7. Voice of Customer → Product: Surface patterns, blockers, and “aha” moments straight to PMs; influence roadmap with evidence.
8. Process & Tooling: Codify what works into living templates, Looms, and AI-assisted workflows so that we can expand the team as our customer base grows.

SKILLS & EXPERIENCE WE ARE LOOKING FOR

• You Have Done It Before: 6-8+ years in CS managing $2M+ books of business in SaaS. Ideally on products that are used by product, data, or engineering audiences.
• Move at Founder Pace: You understand that speed/responsiveness wins deals and keep customers happy. Rapid replies, bias to action, comfort in ambiguity.
• Experiment with AI: Constantly experiment with how to use AI to improve and scale your work.
• High-Agency: You are high-agency, prefer autonomy, and don’t wait for permission to take action.
• Executive Presence: You confidently engage C-suite leaders, surface and define their real problems, and steer the conversation to crisp, actionable next steps.
• Product Mastery: You obsessively dive into every feature, data flow, and edge case until you can demo the product better than the PMs and spot new use-case opportunities before customers ask.

BENEFITS

The internal mission is to create an environment where you create the best work of your career. In order to do that we offer:

• Remote-first & Flexible - Everyone does their best work in different environments. We operate as a distributed-first team and offer financial support that enables you to create the schedule and environment that fits to you. We also ask that every employee block off 2-3 hours of daily “deep work,” ensuring that you always have uninterrupted time and can keep a schedule that enables you to do your best work.
• Top-tier Healthcare -
• • Medical - Choice of PPO 500, PPO 250, or HDHP 3300 with a max coverage of 100% of premiums for employees and 70% for dependents.
  • Dental & Vision - 99% of premiums for employees, and up to 70% for dependents.
  • Health Savings Account - For those that choose to enroll in the HDHP, includes semi-monthly company paid contributions.
• Competitive Compensation - Salary + equity package aligned with top-tier tech companies.
• 401(k) - We offer the opportunity for you to contribute to a 401k directly from your paycheck.
• Flexible PTO - Having plentiful “off the grid” time is a key to doing your best work. We offer flexible PTO. Take time when you need it. Everyone must take at least 10 days per year, and we highly encourage more.

COMPENSATION