Note: The job is a remote job and is open to candidates in USA. Coworker is redefining how organizations work with AI through a platform that delivers chat, cowork, and code capabilities for enterprises at lower cost. The Customer Success Manager will own customer outcomes for mid-market and enterprise organizations, driving onboarding, adoption, retention, and expansion while partnering cross-functionally to address customer needs and influence product priorities.
Responsibilities
- Customer Value Delivery: Work closely with customers to understand and address their business objectives and challenges; ensure they realize measurable value from Coworker
- Relationship Building: Develop multi-threaded relationships with customer stakeholders and executive sponsors; build champions and trusted advisor status
- Adoption & Expansion: Drive product adoption through best-practice recommendations, QBRs, and success plans; identify and execute upsell and cross-sell opportunities
- Health & Risk Management: Proactively monitor account health using usage metrics, support signals, and engagement data; flag risks early and execute mitigation plans
- Constructive Challenging: Push customers to adopt best practices and make decisions that will ultimately benefit their organization; influence without authority
- Creative Problem Solving: Leverage technical aptitude and project management skills to address complex issues both internally and externally
- Cross-Functional Advocacy: Partner with Product, Engineering, and Support to escalate issues, advocate for customer needs, and influence roadmap priorities
- Forecasting & Reporting: Develop and maintain accurate forecasts for retention, expansion, and health scores; deliver weekly account reviews
Skills
- 3-10 Years in Customer Success, SaaS, or AI
- 3+ years in a Customer Success, Account Management, or related role in SaaS or AI
- Experience with horizontal, technical, or AI-native products
- Track record of managing a portfolio of accounts with measurable retention and expansion outcomes
- Comfort with ambiguity and a builder mindset
- AI Fluency: Hands-on experience with AI tools beyond basic chat (Claude, ChatGPT, Cursor, etc.) - deep understanding of enterprise AI landscape; ability to position Coworker within a broader AI strategy
- Strong technical aptitude; ability to navigate product capabilities and integration discussions
- Data-driven approach to customer health and adoption
- Excellent written and verbal communication skills
- Authorization to work in the US
Benefits
- Offers Equity
- Health, dental, vision
- 401(k)
- Flexible PTO
- Hybrid/Remote Flexibility
Company Overview