Founding Customer Success Manager

You will own customer relationships from contract signature through onboarding, adoption, renewal, and expansion. You will troubleshoot technical issues, manage incidents and commercial negotiations, grow accounts, forecast renewals, and build repeatable customer success processes and metrics.

Responsibilities

• Own customer relationships from contract signature through renewal and expansion
• Run customer onboarding, including kickoff calls, engineering preparation, trackers, and production pipeline setup
• Establish regular account reviews and understand customer roadmaps
• Build and maintain account health views
• Troubleshoot customer issues and coordinate with Engineering when needed
• Own customer communications during incidents, including timelines, root-cause explanations, and prevention plans
• Run renewals, including usage reviews, pricing, terms, and negotiations
• Forecast renewals in the CRM and flag risks early
• Negotiate contracts, multi-year commitments, price changes, procurement, and security reviews
• Carry renewal and expansion targets for a book of business
• Create account plans and build relationships with technical and executive stakeholders
• Find and close account expansions
• Maintain billing contacts, AWS Marketplace private offers, and overdue invoice follow-up
• Develop customer references, case studies, and referrals
• Track feature requests and bring customer feedback to Product and Engineering
• Build repeatable processes for onboarding, health scoring, QBRs, renewals, and escalations
• Define and report customer success metrics
• Use AI to automate manual customer success work

Requirements

• 4+ years of Customer Success, Account Management, or Technical Account Management experience at a B2B SaaS company
• Experience carrying renewal and expansion targets for a book of business
• Experience negotiating renewals and expansions, including pricing, multi-year terms, procurement, and security reviews
• Experience maintaining accurate CRM forecasts
• Ability to build relationships from hands-on engineers to VP or CTO stakeholders
• Knowledge of SQL, a relational database, and a cloud warehouse
• Ability to read logs, reproduce problems, and write actionable bug reports
• Willingness to work in person five days per week at the San Francisco office

Benefits

• Equity in the company
• Medical, dental, and vision insurance
• Unlimited PTO
• Federal holidays and sick leave
• 401(k) with employer contribution
• $200/month wellness and commuter stipend
• $500/year learning and development allowance
• Free lunch, dinner, and snacks in the office
• Relocation coverage
• Visa sponsorship