5+ years in customer success or account management at a technical B2B company (AI, infra, robotics, or developer tools is ideal)
Proven track record of managing and expanding high-value accounts
Technical proficiency to discuss API integrations and performance metrics with engineers and executives
Ability to coordinate cross-functional teams without direct authority
Highly organized with a strong follow-up ethic
Proficient in using AI tools for automation
Willingness to travel to customer sites as needed
Preference for building processes from the ground up rather than following existing playbooks
Responsibilities
Conduct weekly check-ins with signed customers to understand their needs and challenges
Facilitate rapid onboarding of new customers, collaborating with engineers to ensure smooth transitions
Maintain success plans for each account and conduct quarterly business reviews (QBRs)
Identify opportunities for renewals and expansions, collaborating with business development
Forecast account usage and build ROI cases to support renewals and larger commitments
Foster a two-way relationship by soliciting case studies and early access to customer projects
Act as the escalation point for technical issues, coordinating with engineers to resolve problems
Monitor account health and usage to proactively identify churn risks
Translate customer feedback into actionable insights for product and engineering teams
Develop the customer success function from scratch, including onboarding processes and health tracking tools
Benefits
Competitive salary and meaningful equity in an early-stage company backed by top investors
Direct access to founders and influence over product direction
Visa sponsorship and relocation support
Generous health, dental, and vision coverage
Full Job Description
Customer Success Manager
Department: Business Development & Partnerships
Employment Type: Full Time
Location: San Francisco
Description
We're signing customers faster than we can look after them. You'll be our first Customer Success Manager, the person every signed customer talks to each week once the contract is done.
You'll keep those customers happy, find where they can grow with us, and bring what they tell you straight back to product. A lot of what we build next will start with your notes.
What You'll Do
Run weekly check-ins with every signed customer. Know what they're shipping, what's blocking them, and what they'll need from us next quarter.
Get new customers live fast. Work with our forward deployed and inference engineers to take a customer from signed contract to production traffic.
Keep a success plan for every account and run QBRs with customer leadership. Visit customers on-site to see how they're actually using Reactor.
Spot renewals and expansions early. Find the next model, the next product line, or the next team that should be on Reactor, and close it with BD.
Forecast each account's usage and build the ROI case behind it, so renewals and bigger commits are easy yeses.
Treat it as a two-way relationship. Ask customers for case studies, references and early access to what they're building.
Be the escalation point when something breaks. Pull in the right engineers, keep the customer posted, and stay on it until it's fixed.
Watch usage and account health, and flag churn risk before it shows up in the numbers.
Bring the customer into the building. Turn what you hear into clear, prioritized asks for product and engineering.
Build our CS function from scratch: onboarding, health tracking, QBRs, playbooks, and the tooling behind them.
Who You Are
5+ years in customer success or account management at a technical B2B company (AI, infra, robotics, or developer tools is ideal).
You've managed a book of high-value accounts and grown it. You can point to the expansions you drove.
Technical enough to follow an API integration and talk latency and throughput with an engineer, then explain it plainly to a customer's exec.
You can get engineering, product and sales moving on a customer problem without having authority over any of them.
Organized to a fault. Every commitment from a call lands somewhere and gets done.
You write clearly and follow up without being asked.
You use AI tools every day and automate your own work with them.
Happy to travel to customer sites when it helps.
You like being early. There's no playbook yet, and you'd rather write it than wait for one.
Nice to Have
Experience with generative video, gaming, robotics, or foundation model customers
Background in technical account management, solutions engineering, or consulting before CS
You were an early CS hire somewhere and built the function
Comfort with usage data (SQL, dashboards) to track account health
Hands-on with a CRM (HubSpot, Salesforce, Attio)
Benefits
Competitive SF salary and meaningful equity in an early-stage company backed by top investors
Direct access to founders and influence over product direction
