Founding Customer Success Manager
$160,000–$180,000 year
On-siteNew York City, New York, United States or New York, United States
Job Summary
Own the post-sales relationship for a portfolio of enterprise accounts, acting as the trusted advisor and first point of escalation to orchestrate internal resources for customer success. Lead onboarding, drive adoption, and execute technical delivery to ensure customers reach first value quickly, while running regular check-ins, business reviews, and proactive value delivery. Forecast your book to drive renewals and expansion, specifically converting high-potential self-serve API users into enterprise contracts. Define and drive the self-serve to enterprise expansion strategy by spotting growth signals and building repeatable playbooks for onboarding, health scoring, and expansion plays. Serve as the voice of the customer internally, feeding usage patterns and requests back to product and engineering to shape the roadmap.
Required Qualifications
- Experience in account management, customer success, or a technical customer-facing role
- Experience owning renewals and expansion for enterprise accounts
- Strong problem-solving skills and technical acumen
- Ability to navigate complex technical environments
- Ability to map capabilities to what a customer actually needs
- Excellent written and verbal communication
- Ability to translate technical concepts clearly for audiences ranging from engineers to executives
- Ability to own commercial outcomes
- Ability to forecast
- Ability to negotiate renewals
- Ability to drive expansion
- High ownership
- Extremely organized
- Ability to break down messy problems
- Ability to turn messy problems into consistent, repeatable processes
- Comfort owning commercial outcomes
Desired Qualifications
- Experience at an early-stage startup
- Technical degree (CS, engineering, math, physics)
- Familiarity with document AI
- Familiarity with OCR
- Familiarity with APIs
- Familiarity with developer-focused products
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