About the Opportunity The organization is seeking a full-time Customer Success Manager (Founding) to establish and scale the customer success function. Working directly with the founding team, this role focuses on supporting key accounts while creating scalable processes to serve the broader customer base. Key priorities include driving account retention, uncovering new technical use cases, and leading expansion efforts.
Key Responsibilities
Build lasting relationships with developers, product leaders, and executive decision-makers across key customer accounts.
Understand customer objectives and technical implementations to maximize the value delivered by the platform.
Identify new use cases, teams, and integrations that drive account expansion.
Own the renewal and expansion lifecycle end-to-end, from planning through close.
Identify adoption gaps and churn risks early through customer conversations and product usage data.
Collaborate with Engineering to resolve technical blockers and translate customer requirements into the product roadmap.
Develop scalable playbooks and outreach strategies to support a growing customer base.
Track customer health, retention, and growth metrics while establishing foundational customer success operations.
Qualifications
Experience growing customer relationships within developer tools, infrastructure, or technical SaaS environments.
Demonstrated track record of owning renewals and account expansion with measurable results.
Comfort discussing APIs, integrations, and technical use cases directly with software developers.
Proven ability to build trust and credibility with both hands-on technical users and executive buyers.
Demonstrated ability to connect customer technical goals with product adoption and commercial opportunities.
Strong organizational skills with a proactive approach to managing time and priorities.
Proven ability to build and define operational playbooks from the ground up rather than following existing frameworks.
Location and Employment Details
Role: Customer Success Manager (Founding)
Employment Type: Full time
Location: Remote (United States)