JOB-1681
A seed-stage software company with a large engineer user base and a roster of enterprise accounts is hiring its first leader for everything that happens after the sale. The person in this seat will work in a hands-on way, serving customers directly while designing the systems that let the team grow later, and will sit close to the founders.
Your focus
- Guide enterprise customers from kickoff through ongoing reviews, renewals and account growth
- Work support tickets yourself and resolve them, then build AI-driven agents that sort and automate repetitive requests
- Create the post-sales playbooks, account health scoring and repeatable processes the company currently lacks
- Grow revenue within existing accounts through expansion and upsell while keeping relationships consultative and trusted
- Decide when to add specialist hires, for instance technical account managers or engineers embedded with customers, and later recruit and lead them
About you
- Roughly five to ten years in customer success at an early-stage B2B SaaS company with a lean team
- Has launched a post-sales team from nothing, including onboarding flows, playbooks and health scoring
- Personally carried retention, renewal and expansion targets and can speak to the retention and expansion figures you delivered
- Comfortable building automation or AI agents to streamline support work
- Prefers doing the work over managing an existing team
- Familiar with a CRM or CS platform such as Salesforce or Gainsight; experience selling technical products to enterprises is a plus
Hybrid in the San Francisco Bay Area, with regular in-office days. Unable to consider candidates who need visa sponsorship or a visa transfer.
