Manager, Customer Success Team (AMER)

is the AI software reliability platform trusted by engineering teams at Netflix Etsy and 2000 companies who cant afford downtime.

The stakes are real the talent is insane and somehow its a genuinely lovely place to work. We all pull our weight go the extra mile and put in the bit of magic most companies dont have time for all while having fun and never taking ourselves too seriously.

Weve raised $96 million from Index Ventures Insight Partners and Point Nine and were growing fast. Theres never been a better time to join.

Lead and grow a high-performing US-based CS team as we scale from $XXM to $XXXM and beyond.

Youre our first manager of Customer Success in the US and stepping into a unique scenario: you are not coming in to fix something the team is already strong and our retention metrics are the gold standard. Your job is to take whats working and make it repeatable forecasting renewals customer health the rhythms that hold up when the team is twice the size.

Youll lead CSMs across New York and San Francisco spanning white glove high and medium touch motions. Youll report into our CRO until we hire a global VP of Customer Success a role were actively working on which means for now youve got a direct line to commercial leadership and unusual latitude to shape how the function runs. Youll have a counterpart running CS in EMEA and the two of you will set the standard globally.

Expect to be a player-coach. Youll run forecast reviews and 1:1s and youll also be on customer calls sometimes because an account needs you often because you want to be close enough to the work to know whether the playbook youre writing actually holds. Youll partner tightly with Sales Product Marketing and RevOps and youll be one of the clearest voices of the customer inside the company connecting what youre hearing in the field to where the product goes next.

Were AI-forward in two directions here. Our customers buy an AI incident response product so fluency in what it does and where its going is part of the job. And internally we expect you and your team to be using AI in the actual workflow account research health signals call prep QBR prep and to push that further rather than wait for someone to hand you a process.

• Youve led or coached CSMs or AMs in B2B SaaS mid-market through enterprise and youve got the retention and expansion numbers to back it up.

• Youve done this somewhere that hadnt figured it out yet. Standing up the forecast cadence the health scoring the renewal motion thats the part you find fun not the part you dread.

• You still want to be in customer conversations. Player-coach isnt a phase youve grown out of.

• You hold a high bar and people like working for you. Both of those are true about you at the same time.

• Youre commercially sharp. You know which accounts are genuinely at risk versus which ones just went quiet and you can forecast a quarter without hedging.

• Youre already using AI in how you work not because someone told you to. Youll have opinions about where it helps your team and where it doesnt.

• Time zones dont bother you. Leadership sits in the UK your counterpart runs EMEA and youre comfortable making that work.

• Ambiguity doesnt rattle you. When theres no process you write one rather than waiting for it.

We work hard and we think life outside work matters just as much. Our benefits pack is built to support both.

• Market-leading private medical insurance. The proper kind so youre never weighing up your health against a bill.

• Competitive PTO. Showing up at your best requires switching off and we make sure you have time to do that.

• First Friday of every month off. Yes seriously.

• Enhanced 401k. We put real money in because future-you deserves better than an afterthought.

• Meaningful equity. Were rapidly scaling and everyone who helps shape the outcome should share in it.

• Unlimited AI spend. For everyone not just engineers. Were all-in on AI across the company and we expect you to be too.

• Generous parental leave. The early days with a new baby matter more than anything were doing here and we want you to be present for them.

• Two budgets that have your back. $1000 to invest in your setup $500 a year to invest in yourself.

Required Experience:

Manager