Associate Customer Success Manager - 20243

We are a rapidly growing U.S.-based, AI-powered platform that helps post-sale revenue teams — customer success, account management, and sales — understand where their time is going, which accounts need attention, and where expansion opportunity exists. We work with a growing portfolio of enterprise SaaS companies and are building the function and infrastructure to scale.

We are early-stage. The people here take ownership seriously, move fast, and care about the quality of what they put in front of customers. We operate by five principles: Hard Truths, Good Hearts. Move Fast, Leave a Trail. The Customer Knows Something You Don't. Adults Don't Need Rules. Be a Multiplier, Not a Hero. If that's an environment where you do your best work, we want to hear from you.

We're hiring an Associate Customer Success Manager to own a defined portfolio of accounts end-to-end. This is a real book of business with real accountability — you are responsible for the health, adoption, and retention of every account in your portfolio, and you are the primary relationship owner for each of them.

You'll start with our mid-market accounts: a segment that currently has meaningful product investment behind it and not enough dedicated attention. Your job is to change that. You'll build the relationships, drive adoption, manage renewals, and develop a deep enough understanding of each customer's business to anticipate what they need before they ask for it.

This is a growth role. As you build credibility and the company scales, your portfolio will expand — in size, in complexity, and in strategic importance. The right person will grow with it.

Account Ownership — Your portfolio is your responsibility. You manage it proactively, not reactively.

• →Own the full customer lifecycle for a defined book of accounts — onboarding, adoption, renewal, and expansion
• →Serve as the primary point of contact for every customer in your portfolio; build relationships that extend beyond a single stakeholder
• →Monitor account health continuously and act on signals early, before disengagement becomes a risk
• →Independently lead regular touchpoints with customers: check-ins, business reviews, and renewal conversations that are substantive, well-prepared, and add genuine value
• →Surface expansion opportunities within your portfolio and bring them forward with enough context to act on

Onboarding & Adoption — A customer who onboards well retains. You own that outcome.

• →Lead onboarding for new accounts in your portfolio, ensuring customers get to value quickly and understand how to use the platform effectively
• →Develop a working knowledge of the product deep enough to answer most questions directly, guide customers through core workflows, and identify where adoption is stalling
• →Build and maintain resources that help customers get more out of the platform independently and that reduce the repetitive back-and-forth that slows everyone down
• →Track adoption metrics across your portfolio and use them to guide your outreach and prioritization

Support & Issue Management — When customers in your portfolio run into problems, you own the response. You're not the last line of defense — you have support from the team — but you are the accountable owner of the customer's experience through resolution.

• →Triage inbound issues from your accounts, distinguishing between what you can resolve directly and what requires escalation to engineering or data operations
• →Manage the customer-facing communication through the lifecycle of any open issue, setting expectations, providing updates, and closing the loop in a way that maintains trust
• →Identify patterns in recurring issues and flag them as product or enablement gaps, not just individual tickets to close

Growth Path — As your portfolio matures and the company grows, so does your scope. The natural trajectory here is broader account ownership — larger accounts, more strategic relationships, and deeper involvement in the growth of the CS function. We're building something and there's room to grow with it.

Required

• A genuine orientation toward customer relationships. You find it energizing to understand what a customer needs and make sure they get it.
• Strong written and verbal communication. You can run a business review, write a sharp follow-up, and handle a difficult client conversation with the same level of composure.
• Ownership mentality. Your accounts are your responsibility; you don't wait to be told something is off.
• Organizational rigor. Multiple accounts, competing priorities, nothing falling through the cracks.
• Intellectual curiosity. You learn the product quickly, ask good questions, and can explain what you've learned clearly to someone who isn't technical.
• Comfort with ambiguity. You're energized by the opportunity to figure things out, not paralyzed by the absence of a playbook.

Bonus

• Prior experience in a customer-facing SaaS role: CS, professional services, account management, implementation, or similar
• Familiarity with AI tools as part of everyday work — curiosity and some hands-on exposure
• Experience in an early-stage or high-growth environment where the process is still being built
• Comfort working alongside technical teams. You can hold a productive conversation with an engineer and translate what comes out of it for a non-technical audience