Position: Customer Success Manager
Location: San Francisco, CA / Atlanta, GA (Hybrid/Remote Flexibility)
Type: Full-Time
Experience: 3-10 Years in Customer Success, SaaS, or AI
The RoleOwn customer outcomes for Mid-Market and Enterprise organizations - from onboarding through multi-year expansion. We're seeking an experienced Customer Success Manager to drive adoption, retention, and growth across a portfolio of AI-forward accounts. You'll navigate complex, multi-stakeholder customer environments, align our solution with executive-level strategic goals, and serve as the voice of the customer internally. This role requires a blend of relationship building, consultative guidance, and cross-functional collaboration with the Product, Engineering, Sales, and Support teams.
What You'll Do- Customer Value Delivery: Work closely with customers to understand and address their business objectives and challenges; ensure they realize measurable value from Coworker.
- Relationship Building: Develop multi-threaded relationships with customer stakeholders and executive sponsors; build champions and trusted advisor status.
- Adoption & Expansion: Drive product adoption through best-practice recommendations, QBRs, and success plans; identify and execute upsell and cross-sell opportunities.
- Health & Risk Management: Proactively monitor account health using usage metrics, support signals, and engagement data; flag risks early and execute mitigation plans.
- Constructive Challenging: Push customers to adopt best practices and make decisions that will ultimately benefit their organization; influence without authority.
- Creative Problem Solving: Leverage technical aptitude and project management skills to address complex issues both internally and externally.
- Cross-Functional Advocacy: Partner with Product, Engineering, and Support to escalate issues, advocate for customer needs, and influence roadmap priorities.
- Forecasting & Reporting: Develop and maintain accurate forecasts for retention, expansion, and health scores; deliver weekly account reviews.
What We're Looking For- 3+ years in a Customer Success, Account Management, or related role in SaaS or AI.
- Experience with horizontal, technical, or AI-native products.
- Track record of managing a portfolio of accounts with measurable retention and expansion outcomes.
- Comfort with ambiguity and a builder mindset
- AI Fluency: Hands-on experience with AI tools beyond basic chat (Claude, ChatGPT, Cursor, etc.) - deep understanding of enterprise AI landscape; ability to position Coworker within a broader AI strategy.
- Strong technical aptitude; ability to navigate product capabilities and integration discussions.
- Data-driven approach to customer health and adoption.
- Excellent written and verbal communication skills.
- Authorization to work in the US.
Compensation- Estimated On Target Earnings: $160K - $200K
- Offers Equity
- Benefits: Health, dental, vision; 401(k); flexible PTO
Drop us a line!We encourage you to drop us a line even if you feel over- or under-qualified. We want to find the best people to help us build Coworker no matter who they are. We have a lot of different areas of responsibility and we are always happy to brainstorm with you about what would be the best fit.
