Customer Success Manager

About the Company

The company behind this role is building a collaborative AI workspace designed to bring knowledge, projects, meetings, and AI tools into one connected environment. The goal is to help teams work with more speed, clarity, and less fragmentation. Its platform is used by millions of individuals, small teams, and large enterprises alike.

Employees are expected to lead by example as “customer zero,” helping shape the future of work through high-quality execution, durable product thinking, and a belief that meaningful work remains human at its core. Rather than focusing only on shipping features, the organization aims to define how people will collaborate in the AI era.

Since 2016, the business has been developing a product that enables people and organizations to tailor software to solve problems and adapt to new challenges. Its customer base includes well-known names such as OpenAI, Toyota, Figma, Investment NSW, LinkTree, and many others. The team continues to grow and is looking for people who are strong in their craft and eager to contribute to a diverse, creative company.

This is an in-person position. Employees are required to work from the office on three anchor days each week: Monday, Tuesday, and Thursday.

Role Overview

The Customer Success Manager will be responsible for driving customer growth, product adoption, retention, and expansion across a portfolio of named accounts. The role centers on helping customers turn outcomes into measurable value, especially through AI-enabled workflows and renewal readiness.

You will work closely with customers to understand their business goals, run practical workshops, and help them build workflows that solve real problems. You will also play a key part in shaping the foundation of the Customer Success function, influencing both internal processes and future product direction.

Key Responsibilities

• Manage the full post-sale customer journey for assigned accounts, including onboarding, AI adoption, value realization, and renewals.
• Create and maintain success plans that help customers reach their intended goals.
• Run AI workshops that support the design and deployment of workflows for specific business needs.
• Build relationships with champions and advocates within each account.
• Lead business reviews with senior stakeholders and clearly communicate the business value delivered.
• Work with Account Executives on expansion planning and identify opportunities for growth in existing accounts.
• Contribute to customer success programs that improve retention and expansion, and document learnings for wider use across the company.
• Deeply learn the product and share customer insights with the Product team to help shape the roadmap.

Requirements

• At least 5 years of experience in Customer Success or Account Management.
• Proven ability to manage the customer lifecycle from adoption through renewal.
• Strong discovery skills with the ability to identify customer pain points and connect them to practical solutions.
• Comfort with technical ideas and the ability to build the skills needed to create and implement AI workflows.
• Ability to explain value clearly and present outcomes effectively to senior audiences.
• Experience creating customer success playbooks, processes, or repeatable operating methods.
• Strong collaboration skills and the ability to solve customer issues across teams.
• Comfort working in ambiguity within a fast-moving, early-stage team.
• Curiosity and willingness to use AI tools to improve productivity and results, even without being a deep AI specialist.

Preferred Background

• Prior experience using the product in a previous or current company.
• Exposure to technical products and commercial models such as seat-based or usage-based pricing.
• Experience as an early employee or first hire at a fast-growing startup.

Equal Opportunity and Application Notes

The company welcomes applicants from a wide range of backgrounds and encourages people to apply even if they do not meet every listed requirement, as long as they are motivated, aligned with the company values, and excited about building tools that help people work better.

It is an equal opportunity employer and does not make hiring decisions based on protected characteristics such as race, color, religion, national origin, age, sex, pregnancy, marital status, ancestry, disability, genetic information, veteran status, gender identity, gender expression, or sexual orientation. Qualified candidates with criminal histories may be considered in line with applicable law.

Reasonable accommodations are available during the hiring process for individuals with disabilities and disabled veterans. Candidates who need support during the application process should let their recruiter know.

Applicants should be aware that submitting an application means agreeing to the collection and processing of information under the company’s recruiting privacy policy.

AI Expectations

Deep AI expertise is not required for every position, but the company expects team members to be curious, experimental, and willing to use AI as a practical partner in their work. In some roles, AI fluency may be essential and will be clearly called out in the qualifications.

Additional Information

No salary, stipend, number of openings, application deadline, or start date was specified in the source details provided for this role.