Customer Success Manager (Founding)
About the role
Accountabilities
Build and maintain strong, long-term relationships with developers, product leaders, technical stakeholders, and executive decision-makers across key customer accounts.
Understand customer objectives, technical architectures, and use cases to help teams maximize adoption and value from the platform.
Identify new use cases, teams, integrations, and expansion opportunities that can increase customer value and account growth.
Own customer renewals and expansion conversations from planning and discovery through negotiation and close.
Monitor customer adoption, engagement, health indicators, and account risks, proactively addressing potential retention issues.
Partner closely with Engineering to resolve technical blockers and ensure important customer feedback is communicated effectively into product planning.
Work directly with company founders and leadership on strategic accounts, customer priorities, and the development of the customer success function.
Develop scalable customer success playbooks, engagement models, outreach strategies, and processes capable of supporting a customer base of 700+ organizations.
Establish and track customer health, retention, expansion, and growth metrics to inform priorities and continuously improve the function.
Help define the structure, workflows, and best practices that will form the foundation of the broader customer success organization.
Demonstrated experience managing and growing customer relationships within developer tools, infrastructure, technical SaaS, or a similarly technical B2B software environment.
Proven experience owning customer renewals and expansion conversations, with measurable outcomes or results you can demonstrate.
Strong technical fluency and the ability to confidently discuss APIs, integrations, developer workflows, and technical use cases with engineering and developer audiences.
Ability to build credibility and trust with both hands-on technical users and senior or executive-level buyers.
Strong commercial judgment and the ability to connect customer objectives, product adoption, retention, and expansion opportunities.
Highly organized and proactive, with the ability to prioritize effectively in a fast-moving environment.
Strong communication, relationship-building, problem-solving, and consultative skills.
Comfortable working cross-functionally with Engineering, Product, founders, and other teams to resolve customer challenges and influence product priorities.
A builder mindset, with enthusiasm for creating customer success processes, playbooks, and operating models from the ground up.
Ability to work independently, take ownership, and make thoughtful decisions about where to invest time and resources.
Based in North America and comfortable working remotely.
Competitive base compensation of $140,000–$200,000 USD, depending on location and experience.
0.05%–0.15% equity opportunity.
Remote position available across North America.
Opportunity to join an early-stage, venture-backed technology company and work directly with its founders.
Significant ownership in building and shaping the customer success function.
Opportunity to work with a diverse customer base that includes established enterprises, high-growth technology companies, and developer-focused organizations.
High-impact role combining customer relationships, technical problem-solving, commercial growth, and operational strategy.
Environment designed for individuals who want to define processes and playbooks rather than inherit a fully established system.
Collaboration with experienced colleagues from leading technology and developer-tool organizations.
Requirements
Benefits