Founding Customer Success Manager

About the role

We reverse engineer B2B growth, starting with LinkedIn. You own the customer relationship after the sale, from onboarding through long-term loyalty. You make sure every account understands our product deeply, gets the most value from everything we ship, and stays because the results speak for themselves.

Responsibilities

• Execute the Deployment, Engagement, Adoption, ROI (DEAR) framework for customer health.
• Own strategic customer accounts, manage expectations, and segment your book of customers.
• Set KPIs and goals with customers, and tell the story of how they succeeded.
• Increase retention and help build out our CS pipeline.
• Take product feedback and prioritize it for the team.

Requirements

• 3+ years of experience as a customer success manager, account manager, or in customer success, account management, or customer service roles.
• Familiarity with CRM tools, customer success platforms, and analytics software:
• CRM and CS platforms: Salesforce/HubSpot plus a CSM tool such as Gainsight, Vitally, ChurnZero, or Custify.
• Experience working inside omnichannel support tools (Zendesk, Intercom, Pylon, Slack-native shared channels, etc.).
• Comfort using analytics/behavior tools (Amplitude, Mixpanel, or similar) to understand product usage and drive playbooks.

Qualifications

• Bachelor's degree in Business, Marketing, Communications, or a related field.
• Experience managing customer success programs, customer retention, and upselling strategies.
• Experience managing B2B SaaS customer success / account management.
• Customer-obsessed with a proactive approach: excellent problem-solving and critical-thinking abilities.
• Strong communicator and relationship-builder who can build long-term relationships and work cross-functionally.
• Data-driven: able to analyze customer data and usage trends to identify areas of improvement.
• Product sense: an understanding of product management and its impact on customer experience.
• Highly organized: able to manage multiple accounts and priorities simultaneously.
• Solid negotiation skills to handle complex customer accounts.
• Comfortable with ambiguity, high ownership, and doing whatever it takes in an early-stage environment.

Benefits

• Competitive salary with a reduction of about 20% based on Posthog's salary.
• Comprehensive benefits, performance bonuses, professional development opportunities, and a collaborative work environment.
• Growth: Every 6 months, we aim to expand your scope. This role is the foundation of a customer success org you could eventually lead.
• Founding team opportunity: You're not joining a team, you're building the Customer Success function.
• A book of business from day one: 30+ paying B2B companies already onboard and growing.
• Proven traction: $31M in attributed revenue and growing fast, with notable names like MongoDB, Rippling, and Slash.
• Upmarket trajectory: We're expanding multi-seat and moving into larger organizations.
• High-impact role: Retention and expansion directly drive the company's next milestone, and you own them.

Pay

• $126K - $209K

Schedule

• Full-time