Roles and Responsibilities:
- Own the full customer journey: onboarding, adoption, retention, and upsell
- Act as the day-to-day point of contact for strategic accounts
- Partner with Sales to identify and drive expansion opportunities
- Track account health metrics and proactively mitigate churn
- Work closely with product and engineering to relay customer feedback
- Help define and build the Customer Success function from the ground up
- Operate as an individual contributor in a hands-on, high-touch capacity
Job Requirements:
- 1-3 years of experience in Customer Success or a similar GTM role at a B2B SaaS startup
- Experience managing account health and growing customer relationships in a data-driven way
- Strong relationship-building, communication, and organizational skills
- Self-starter comfortable with ambiguity and startup environments
- Background in finance or quantitative fields (e.g. CS, Math) is preferred
- Prior experience at VC-backed B2B SaaS startups is preferred
- Experience with research, insights, or AI platforms is preferred
- Comfortable working in-office 5 days/week in San Francisco
- Excited to build the CS function but operate as an IC is preferred
- Experience in account expansion, renewals, and upsell strategies is preferred
