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 environment. The aim is to help teams work with more speed, clarity, and less fragmentation. The platform is used by individuals, small teams, and large enterprises alike.

Employees are expected to be hands-on contributors who help shape the future of work with a strong focus on quality, durability, and human-centered collaboration. The organization values craft and is focused on creating software that helps customers spend more time on meaningful work.

About the Business

The mission is to make software flexible enough for every person, team, and company to solve their own problems and adapt tools to their needs. Since 2016, the company has grown quickly and serves well-known customers across technology, manufacturing, design, and public sector organizations.

The workplace is in-person, with three required anchor days each week: Monday, Tuesday, and Thursday.

Role Overview

This position is centered on customer growth, adoption, retention, and expansion. The role works with a product that helps solve practical business problems for large organizations while remaining useful for everyday note-taking and sharing use cases as well.

You will partner with customers to understand their goals, run practical workshops, and help them design AI-powered workflows that address their specific challenges. You will also be responsible for renewal planning and execution based on clear customer outcomes and value realized.

What You Will Do

• Manage the post-sale relationship for a defined set of named accounts, including onboarding, adoption, value realization, and renewals.
• Create success plans that guide customers toward their intended business outcomes.
• Run AI-focused workshops to design and launch workflows that solve real operational problems.
• Build strong customer advocates and champions within the accounts you manage.
• Lead business reviews with senior stakeholders and clearly communicate the value delivered.
• Work alongside account executives to identify, assess, and advance expansion opportunities in existing accounts.
• Improve customer success programs, capture insights, and share learnings across the wider team.
• Become deeply knowledgeable about the product and contribute customer insights that help shape the roadmap.

What You Need

• At least 5 years of experience in customer success or account management.
• Proven ability to manage the customer journey from product adoption through renewal.
• Strong questioning and discovery skills to uncover business challenges and match them to suitable solutions.
• Comfort with technical topics and the ability to learn how to design and implement AI-based workflows.
• Confidence in explaining business value to senior decision-makers.
• Experience creating customer success playbooks and refining processes from experience.
• Ability to collaborate across functions and solve customer issues creatively.
• Comfort operating in a fast-moving environment with ambiguity and foundational team building.
• Interest in using AI tools to work more efficiently, even without being an AI specialist.

Nice to Have

• Prior experience using the product in a past or current role.
• Background working with a technical product and commercial models such as seats and usage.
• Experience as an early hire in a fast-scaling startup.

Additional Information

The company welcomes applicants from a wide range of backgrounds and encourages people to apply even if they do not match every listed requirement, as long as they are motivated, collaborative, and aligned with the company values.

The employer is an equal opportunity organization and does not discriminate based on race, color, religion, national origin, age, sex, pregnancy, marital status, ancestry, disability, genetic information, veteran status, gender identity or expression, sexual orientation, or any other protected characteristic. Qualified applicants with criminal histories may also be considered where permitted by law.

Reasonable accommodations are available for applicants and employees with disabilities or disabled veteran status. Candidates needing support during the hiring process should inform their recruiter.

By submitting an application, the candidate agrees that the company and its affiliates may collect and process personal information according to the company’s global recruiting privacy policy.

AI at Work

The company expects employees to be curious, experimental, and eager to use AI as a practical partner in their work. Deep AI expertise is not required for every role, but comfort with learning and using AI tools is valued, and some roles may require AI fluency explicitly.

Equal Opportunity & Accommodations

The organization reaffirms its equal opportunity hiring practices and commitment to reasonable accommodations throughout the application process.