About the RoleWe're looking for an exceptional operator to help every Paradigm customer succeed, starting by taking the operational load off our founding team and growing into full account ownership.
Today, our largest customer accounts are run hands-on by our founding team and include: bespoke onboarding, negotiated pilot success criteria, and expansion conversations built on real relationships. You'll come in and immediately own the operational backbone of customer success, then grow into owning accounts yourself.
We're looking for someone with the ability to own major enterprise relationships and the humility to start by making the current motion run better. No two weeks will look the same, and we're looking for someone who takes pride in making sure nothing falls through the cracks.
As Paradigm grows, this role will naturally evolve alongside the company, with opportunities to expand into full account ownership, broader customer success, or people and operations roles.
In this role, you will:- Own onboarding logistics for new pilots, including kickoff scheduling, account setup, and getting customer teams productive fast
- Track every pilot against its agreed success criteria and flag risks early
- Serve as first-line triage for customer questions and issues, resolving what you can and escalating what you can't so nothing slips
- Keep customer records, usage data, and account health visible and up to date
- Build the repeatable playbooks and templates that turn our bespoke motion into something scalable
- Grow into owning a book of accounts, leading check-ins, renewals, and the customer relationship end-to-end
- Deeply understand each customer's data pain points and priorities, and identify the best use cases and teams to expand Paradigm within large enterprises
- Partner on expansion, spotting where customers can get more value and driving upsell conversations across layered buying organizations
Requirements for the role...- Experience in a client-facing role such as consulting, deployed engineering, account management, implementation, customer success, or operations
- Exceptional organizational skills and attention to detail
- Excellent written and verbal communication, comfortable with sophisticated enterprise customers
- A fast learner who can get genuinely fluent in a technical product and explain it clearly
- Strong judgment, discretion, and the ability to handle confidential customer information
- High comfort operating in fast-moving, ambiguous environments where priorities shift frequently
- A proactive, low-ego sense of ownership, willing to do the operational work that needs doing now while growing into more
- Willingness to travel
You might excel if you...- Have successfully been a part of complex enterprise teams, especially sourcing and managing account growth
- Have worked as a software engineer, SE, technical account manager or other technical role
- Take pride in being the person who makes sure nothing falls through the cracks
- Get satisfaction from turning a messy, bespoke motion into clean, repeatable playbooks
- Can get genuinely fluent in a technical product and explain it clearly to non-technical stakeholders
- Are energized by fast-paced, ambiguous environments where priorities shift week to week
What we believe...Our best work is done in person. The team works together 5 days a week in our office in SF.
