Customer Success Manager

CUSTOMER SUCCESS MANAGER (CSM) The Opportunity We are rebuilding Customer Success from the ground up and we are building it for how software actually works now. This isn't a ticket queue with a friendly voice on top.

We are standing up a team where AI does the repetitive work and humans do the work that changes outcomes: sharp onboarding, real training, early reads on account health, and the kind of day-to-day partnership that makes renewal the obvious decision. You will be one of the first people in that model.

You will use AI daily, not as a novelty, but as the way the job gets done. You will sit close enough to the product to influence it. And you will own the customer relationships that determine whether this company grows.

If you are the kind of person who has already rewired your own workflow with AI because the old way was too slow, this role will fit you.

What You Will Do

Customer Experience & Response Use AI to accelerate the queue: draft responses, summarize long threads, cluster recurring issues, and turn resolved tickets into reusable answers. Hold a high bar on quality. AI drafts it; you own it. Every response goes out clear, accurate, and on-brand.

Treat the knowledge base as a living product, not a graveyard. If a question comes in twice, it becomes self-serve. Own the customer success inbox — triage fast, answer what you can, escalate what needs product or engineering, and route the rest.

Onboarding & Enablement Run onboarding for new customers — kickoff, configuration, first-value guidance, and the follow-through that makes it stick. Deliver product training 1:1 and in group sessions, including our AI capabilities. You will need to explain what the technology does, where it helps, and where it doesn't.

Build and maintain training materials, walkthroughs, and customer-facing documentation — and use AI to keep them current as the product ships. Spot the accounts that aren't adopting and get to them before the pattern hardens. Project Coordination Mana