Strategic Customer Success Manager
The Role
We've built the agentic platform to deploy self-improving customer experiences. Now we build systems that scale those solutions.
Your operating rhythm is agent-led. Portfolio reviews, renewal prep, onboarding status, and upsell forecasting run on agents built against our own Knowledge Graph. You review, correct, and act on what the agents surface, and you improve the agents when they miss.
You build the automation you wish you had. Our CSMs write and maintain their own agent skills: account briefs before every call, exec engagement mapping, usage reports for renewal conversations, churn risk sweeps, case study drafts. If you do something manually twice, we expect you to ask whether an agent should do it the third time.
You deploy agents with your customers, not just for yourself. The product you support is an agent platform. You will help customers connect to Claude/Codex/Factory and their other AI tools through MCP, stand up custom agents on their feedback data (support QA coaches, VoC digests, launch monitors), and turn those into the use cases that drive renewal and expansion.
You tell stories with data. Monthly and quarterly reviews are grounded in evidence from the customer's own feedback: quantified themes, quotes, and outcomes, not usage screenshots.
Requirements
Own and be accountable for the success of your customers. Not their happiness, their success.
Carry real business targets. No red/yellow/green theater.
Build the automation you wish you had. Our CSMs write and maintain their own agent skills.
Deploy agents with your customers, not just for yourself. The product you support is an agent platform.
Tell stories with data. Monthly and quarterly reviews are grounded in evidence from the customer's own feedback.
Qualifications
Owned a revenue number (NRR, expansion, or renewal) for an enterprise or PLG book of business and be able to walk through how you hit it.
A hands-on daily user of AI tools like Claude, and be genuinely excited to build agent workflows rather than just talk about them.
A strong data storyteller who can turn feedback data into an executive narrative that lands in an EBR.
A strong sense of ownership and a desire to make an impact at an early stage startup.
Eager to learn and raise your hand to solve hard problems.
Excited to meet our customers in person.
Go above and beyond whatever we could write in a job description.
Benefits and Perks
- Autonomy and ownership of an early-stage startup
- Highly competitive compensation and early-stage startup equity
- Medical, Dental, and Vision Insurance
- Comprehensive benefits package, including 401(k)
- Generous vacation policy
- Maternity and Paternity leaves
Equal Opportunities
We are an equal opportunity employer. We ensure that none of our employees or prospective employees receives less favorable treatment as a result of age, sex, disability, marital status, colour, race, religion or ethnic origin. Equally we aim to ensure that no such employee is disadvantaged by terms and conditions of employment which cannot be justified.
To Apply
Fill out the form below, submit your resume, and share an example of why you will be an exceptional CSM. Bonus points if it involves an agent or automation you built that made your customers (or you) measurably better, or your favorite come-from-behind Customer Success story of the last two years.