Customer Success Manager (AI-Native)

About the role

Browse AI has empowered over 900,000 users globally with its AI-powered platform for web data extraction, monitoring, processing, and automation. Our managed and self-serve Premium accounts are our highest contract value accounts, and we're hiring one exceptional Customer Success Manager to own those relationships and grow them. The role has two jobs in one. First, you own the trust layer for these accounts: relationships, escalations, hard conversations, and spotting growth. We sell land-and-expand, and several of our accounts have expanded multiple times in their first year. You find and open those expansion opportunities; our sales team prices and closes them. Second, you help us build an AI-native Customer Success function. We're building AI agents to take over the operational layer of this work (onboarding tracking, QA of delivered data, deliverable chasing, status reports, health monitoring, ...). The first agents are in development now, and most of the work is still manual today. We're committed to automating it, and you get to shape the agents and benefit from them first. You'll report to our CEO (who is also our Head of Product) while he leads the Customer function as we build this model, and work closely with our delivery engineering team and solutions engineers. About Browse AI We help entrepreneurs and enterprises extract web data at scale. Our platform lets anyone scrape, monitor, and automate data extraction from any website, no code required, handling billions of records. We're a remote-first Canadian startup serving over 2,000 customers around the world. Key things you own The relationship with every managed and self-serve Premium account , through onboarding, escalations, and day-to-day communication. It's a focused book (a few dozen accounts, not hundreds), so you can go deep. Expansion pipeline. You spot renewal risk early, keep accounts healthy, and generate qualified expansion opportunities for the sales team to close. The AI-native CS model. As our agents come online, you supervise them, correct them, and push more of the operational work onto them. Key responsibilities Managed-account relationships: Own communication with managed and self-serve Premium accounts across Slack, email, Intercom, and video. Proactive updates, scoping conversations, and useful business reviews. Renewals and expansion: Track account health, get ahead of risk, and find growth in the accounts that love us. You open the expansion conversation and hand it to sales with full context; they will price and close. Escalations: When something goes wrong (a delayed onboarding, a data quality issue, an unhappy stakeholder), you own the communication and drive it to resolution. Building the AI leverage: Help automate the operational parts of your own role. Review agent output as agents ship, feed back corrections, and help decide what gets automated next. Technical routing: Know enough about APIs, data, and integrations to tell a communication problem from a technical one, and pull in engineering at the right moment. Voice of the customer: Surface product feedback, churn signals, and expansion patterns to the product team. Account hygiene: Keep account context and pipeline current in Attio (our CRM). PostHog and Customer.io cover product usage and lifecycle messaging. How this role is different, and how it evolves Most CSM roles are heavy on operational work. We're building toward the opposite: agents on the operational layer, your time on judgment, relationships, and growth. We're early in that build, so today you'll do some of the operational work by hand, and part of your job is helping automate it. Over the next few months, the role should shift steadily toward relationships and expansion as the agents take on more. We've also designed the role so you're never on the wrong side of the table. Sales owns pricing, negotiation, and invoicing. You stay the person the customer trusts. This is the founding role of an AI-native Customer Success function. It's an individual contributor role: you own accounts and agents. Who we're looking for You've owned B2B accounts, ideally for a technical or data product, and personally kept, grown, and saved them. You're genuinely AI-native: you use AI daily, you've automated parts of your own job without being asked, and you're excited to help build and supervise AI agents. This is non-negotiable, and we test for it. And you're self-directed: nobody here will hand you a task list. Required skills and experience 3+ years in Customer Success or account management for B2B products, ideally technical or data products, with accounts you personally owned and grew. Genuinely AI-native: a daily AI user, excited to build with and supervise AI agents, with evidence to show for it. Excellent communicator in writing and on camera, calm and credible in hard conversations. High-agency and self-directed. You bring structure to ambiguity. Based in Canada. Eastern Time preferred, for overlap with our EU customers. Most customers are US-based. Technical literacy: comfortable enough with APIs, data, and integrations to diagnose issues and know when to pull in engineering. Nice to have Experience with web scraping, data extraction, or automation tooling. You've built custom automations or agents (Claude Code, Cursor, Replit, n8n, Zapier, or similar). You've been an early CS hire who helped shape the function. Experience in a PLG company where self-serve and managed motions coexist. Our hiring process Intro conversation with our Head of Marketing. A working session on real customer scenarios. You'll have AI tooling available; we'd rather watch how you actually work with AI than ask about it. Conversations with the team and our CEO/Head of Product. References and offer. Why Browse AI? A CS role designed for the AI era , and a rare chance to build the model from the start. Direct access to leadership: you report directly to our CEO/Head of Product. Real accounts, real stakes: established businesses with meaningful contracts, in a land-and-expand model where the relationships you own directly grow revenue. Real ownership: stock options give you a stake in a startup with massive growth potential. Compensation and benefits CA$120–150K OTE (base + variable), commensurate with experience Stock options Fully remote, with the option to work from our office in downtown Vancouver Substantial impact at a fast-growing and changing company Flexible PTO policy and remote-first culture Comprehensive health, dental, and vision insurance To apply Send your resume and a short note (3-4 sentences) answering one of the following: "Tell us about an at-risk account you turned around. What was actually broken, and what did you do?" or "Tell us about something you've automated in your own work with AI. What does it do, what did you build it with, and what did it free you up to do?"