Staff Customer Success Manager

• This is a proactive, commercially minded CSM role. You’ll be the trusted partner our customers rely on and the owner of outcomes across your book of business. You’ll join a team with momentum, playbooks to build on, and room to make them better as we scale. As the business grows, so will the opportunities for you, with real room for personal and career growth
• Own Strategic Accounts End-to-End:
• Serve as the primary post-sale owner for high-impact, high-visibility customers
• Drive executive-level alignment on business goals and measurable outcomes
• Ensure customers move from contract to meaningful production usage quickly
• Drive Adoption & Commercial Growth:
• Identify underutilization and remove barriers to deeper adoption
• Surface expansion opportunities tied to customer workflows and risk exposure
• Partner closely with Sales on renewals and strategic growth motions
• Be accountable for retention and expansion revenue across your portfolio
• Use AI tools to work smarter and scale your impact across accounts
• Translate Product Into Business Impact:
• Understand customer workflows well enough to connect product capabilities to operational and financial outcomes
• Lead quarterly business reviews that demonstrate ROI and strategic value
• Turn performance data into actionable insights that shape customer strategy
• Leverage AI to turn data into insights
• Bring the voice of the customer to Product and leadership through structured feedback
• Help Us Scale:
• Apply and refine our segmentation, engagement models, and risk signals as the customer base grows
• Strengthen repeatable frameworks for onboarding, renewals, and expansion
• Contribute to the processes and best practices that let the team support more customers without losing quality
• Raise the bar on what great customer partnership looks like as we grow
• Learn our product and data deeply and explain it clearly to customers
• Work with customers’ teams to understand their workflows and what’s slowing adoption
• Speak confidently with product and technical stakeholders
• Work in tools like Zendesk, Salesforce, Google Apps, Lovable, and Claude, and BI tools like Looker and Omni
• You’ll play a direct role in scaling a high-growth business toward $100M
• You’ll work with sophisticated customers solving complex trust and safety problems
• You’ll have real, visible commercial impact on retention and expansion
• You’ll help shape how Customer Success scales as the business grows
• You’ll have room to grow your own career, with expanded scope and new opportunities as the company grows

Benefits

• Parental leave
• Stock optoins
• Work from home opportunities
• Comprehensive Health Plans | We cover 100% of insurance premiums and offer generous parental and family leave
• Competitive Compensation | We offer competitive salaries and meaningful equity
• A Variety of Food and Snacks | Our culinary team serves a rotating menu for lunch each day, along with unlimited snacks and drinks
• Wellness Programs | We invest in the holistic well-being of every team member through education reimbursements, onsite massages, and physical therapy
• Flexible Paid Time Off | We want you to take the time you need to relax and recharge
• Fitness and Public Transport Reimbursement | We’ll cover your commute and help you stay active with our onsite gym or fitness provider of choice

• Experience owning enterprise or high-growth accounts with meaningful revenue responsibility
• A track record of driving both retention and expansion
• Experience managing a book of enterprise accounts in Customer Success, Strategic Account Management, or a similar post-sale role in B2B SaaS
• Curiosity about AI and a habit of experimenting with it in your workflows
• Comfort working with executive stakeholders as well as customer technical teams
• An A-player mindset with a strong bias for action: you raise the bar, move with urgency, stay resilient through change, and take ownership of outcomes
• Experience in a high-growth environment
• You don’t need a technical background or a history in a technical account management role
• You do need to be sharp and technically comfortable
• Push customers forward when momentum slows
• Prefer building scalable systems over maintaining the status quo
• Take full ownership of revenue and outcomes
• Balance empathy with accountability
• Stay calm and effective in a fast-moving, high-growth business
• People describe you as gritty, commercially sharp, resilient, and proactive