About the Role
Build and own the post-sales function at an early-stage B2B SaaS company. This hands-on player-coach role combines enterprise customer relationships and commercial outcomes with the systems and processes needed to scale Customer Success.
What You'll Do
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Own the end-to-end customer journey, including onboarding, relationship management, business reviews, renewals, and account expansion.
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Manage enterprise customer support requests and drive resolutions, including creating AI agents to triage tickets and automate repetitive work.
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Build Customer Success playbooks, onboarding processes, health scoring, and scalable operating systems from the ground up.
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Own and report on retention, renewals, and expansion performance while balancing commercial growth with trusted customer partnerships.
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Identify future team needs, such as technical account managers or forward-deployed engineers, and build the team as the function grows.
What We're Looking For
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Five to ten years of Customer Success experience, including a founding or early Customer Success role at a lean, early-stage B2B SaaS company.
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Experience building Customer Success operations, playbooks, onboarding, and health scoring from scratch.
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Direct ownership of renewals, retention metrics such as NRR and GRR, and expansion revenue.
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Hands-on experience supporting technical products and enterprise customers in a resource-constrained environment.
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Experience using data to improve Customer Success operations and building AI agents or automation for support workflows.
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Proficiency with CRM and Customer Success platforms such as Salesforce, HubSpot, Gainsight, Vitally, or ChurnZero, along with data analysis and project management tools.
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Authorized to work in the United States without visa sponsorship.
Compensation & Benefits
Base salary: $150,000 to $176,000 annually. Visa sponsorship is not available.
Location
Hybrid, based in Redwood City, California, with in-office work on Monday, Wednesday, and Friday.
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