Join a cutting-edge AI SaaS startup as the first Customer Success hire! In this role, you'll build and scale our Customer Success function from the ground up, combining Customer Success, Account Management, and Solution Architecture to drive customer satisfaction, retention, and growth!

Responsibilities:

• Define and track key Customer Success metrics (e.g., churn rate, NPS, adoption, upsell).
• Develop a deep understanding of the product and customer journey.
• Build scalable workflows for onboarding, training, and ongoing support.
• Assist with customer onboarding, including training, configuration, and feedback analysis.
• Identify opportunities to improve the customer lifecycle and propose enhancements.
• Manage a diverse customer base, handling contracts from $10K to $100K annually.
• Conduct regular customer check-ins and facilitate renewal conversations.
• Serve as a product expert to support sales, demos, and upsell opportunities.
• Collaborate with Sales and Product teams for seamless customer handoffs.
• Implement robust Customer Success platforms beyond tools like HubSpot.
• Establish best practices to optimize customer journey efficiency.

Qualifications:

• 7+ years in customer-facing roles within SaaS companies.
• Experience with Enterprise customers ($100K–$1M+ contract sizes).
• Proven ability to build and scale Customer Success processes.
• Strong understanding of customer success and SaaS growth principles.
• Experience managing technical issues in collaboration with engineering teams.
• Startup or scale-up experience in high-growth environments.
• Ability to manage high volumes of accounts with varied deal sizes.
• Technical proficiency with CRM platforms (e.g., HubSpot).
• Excellent communication and relationship-building skills.
• Flexible, generalist mindset across Customer Success, Account Management, and Solution Architecture.