Customer Success Manager

About the role

You'll own the customer relationship post-sale: onboarding, adoption, retention, and expansion. Your job is to turn every landed account into a growing one. Drive onboarding and adoption. Get customers live, help them build evaluation strategies that actually surface signal, and make sure the right people inside their org are using the platform. Own expansion. Navigate internal orgs to find the buyer, connect the buyer with the user, and build the business case for expanding budgets.

Responsibilities

• Coordinate with Forward Deployed Engineering to ensure technical implementation matches customer needs.
• Set the direction for technical solutions and work closely with the FDE team to build the solution.
• Be the voice of the customer internally, knowing what's working, what's not, and what customers need next, and making sure the product team hears it.

Requirements

• Experience in customer success, account management, or post-sale work at a technical product company, ideally a fast-moving startup.
• Ability to navigate complex organizations: find the decision-maker, build the champion, and make the business case.
• Comfortable with technical products, even if you don't need to write code, understanding what evaluation infrastructure means for a voice AI team and speaking their language.
• Organized and proactive, not waiting for customers to tell you something is wrong.
• Genuinely curious about voice AI and wanting to develop real expertise in evaluation infrastructure.