Founding Customer Success

Location: San Francisco CA (Hybrid - In-office 4 days/week WFH Wednesdays)

Salary: $120K - $180K

Equity: Competitive

Visa Sponsorship: Available

Position Type: Full-time

About the Role:

Were looking for a Founding Customer Success Manager to ensure our AI executive assistant is not just meeting but exceeding customer expectations. This is a foundational role in a small agile team reporting directly to company leadership and working closely with the go-to-market team. Youll play a key role in driving customer trust and shaping the future of our AI assistant by feeding customer insights back into the product.

Your job will be to act as a detective uncovering trust gaps and proactively engaging with customers to ensure theyre getting the most out of their experience. Youll work directly with customers to help them interface with our AI-powered tool tracking usage through in-house customer health metrics and troubleshooting to meet their needs.

As a key member of a small team youll also be involved in product improvement helping scale processes to increase the share of customer meetings managed through the AI assistant.

What Youll Do:

• Customer Success Leadership: Own customer relationships ensuring our AI assistant is meeting their expectations identifying trust gaps and helping them get maximum value.
• Detect Trust Gaps: Use customer health metrics to proactively detect where users may have lost trust or confidence reach out to understand root causes and resolve issues quickly.
• Feedback Loop: Work closely with the Product team to communicate customer insights and collaborate on product improvements to better serve customer needs.
• Onboarding & Training: Guide customers through the adoption of our AI assistant helping them maximize its utility and ensuring smooth implementation.
• Scalable Processes: Help design and implement scalable customer success processes that will allow us to manage AI agents more efficiently over time reducing reliance on a large human team.
• Be a Builder: Act as a translator between the customer and the product identifying areas where AI agents can be improved and sharing these insights to drive product evolution.

What Were Looking For:

• 2 years in customer-facing roles particularly in Customer Success at a recognized productivity startup (e.g. Notion Slack Retool Asana ClickUp Coda).

• Prior experience as an Executive Assistant is highly valued.
• Experience in a Sales or GTM Engineering role (high EQ technical background) is a plus
• Ability to communicate effectively with the Product team to relay customer insights.

• Familiarity with customer health metrics and data analysis to track usage and proactively address customer needs.

• Strong problem-solving skills when dealing with customers and their challenges.

• Ability to work autonomously and collaborate cross-functionally with a focus on delivering results.

• A deep interest in how tools like AI-driven assistants can improve productivity and change workflows.
• Excited to work at a Series A startup shaping the future of AI in customer success.