YOUR ROLE
As a Customer Success Manager at Rox, you'll own the post-go-live customer lifecycle across SMB to Enterprise accounts, including adoption, customer health, risk recovery, and expansion readiness.
This is a hands-on, customer-facing role. You'll run a clear operating cadence with accounts, keep utilization and value evidence visible, and catch leading indicators before they become churn. You'll partner closely with AEs when accounts are ready for expansion, and with Product and Engineering when post-sales signals should change the roadmap.
If you believe retention is earned through product value rather than promises, and you want to help build Customer Success at an agentic revenue platform from the ground up, we'd love to talk.
RESPONSIBILITIES
• Own a book of post-go-live accounts through Momentum, Growing, At-Risk, and Active Expansion stages with clear success criteria per account
• Drive adoption and proof of value in the first period after go-live: consumption ramping, value evidence captured, and adjacent-team introductions while goodwill is highest
• Run the steady-state rhythm for healthy accounts: QBRs with exec sponsors, live org maps, and a committed rate of qualified expansion opportunities passed to AEs
• Diagnose At-Risk accounts early, own a dated recovery plan, and pause expansion plays until the health bar is met
• Partner with Growth Strategists and FDEs on handoffs so customers always know who owns them and what "good" looks like next
• Establish a reliable internal and customer operating cadence: standups, office hours, metrics reviews, and crisp written updates
• Turn post-sales signal into roadmap and docs input with Product and Engineering
• Build the playbooks and reporting that make time-to-value and health management repeatable as the book scales
QUALIFICATIONS
• 5+ years in customer success or post-sales, with ownership of retention, utilization, or expansion outcomes
• Track record managing relationships with VP-level stakeholders or above
• Strong balance of strategic thinking and operational execution; comfortable moving from an exec QBR to a deployment debug in the same day
• Demonstrated ability to drive measurable time-to-value and turn healthy usage into expansion pipeline
• Deep empathy for enterprise customers and a passion for helping them succeed
• Strong analytical mindset; fluent working with metrics, success criteria, and customer data
• Experience with technical or AI-native products; able to speak credibly to current trends and tools
• STEM degree or quantitative background preferred
• Be located in or willing to relocate to San Francisco
BENEFITS
• Competitive pay with considerable equity upside
• Health Insurance
APPLY
To apply, please fill out the application form. We're looking forward to connecting with you!
