About the RoleYou will own the customer journey, from onboarding and adoption through renewal and expansion, serving as the primary point of contact for customer success and value realization. In this role, you'll proactively drive platform adoption, support technical enablement and integrations, and partner closely with Account Executives to ensure long-term customer success. You'll act as a key bridge between customers and Product/Engineering, lead strategic business reviews, and help build the foundational processes and playbooks as an early member of the team.
What You'll Do- Manage the Customer Lifecycle: Own a portfolio of customers from onboarding through adoption and renewal. You are the primary point of contact for customer health and value realization.
- Drive Value & Adoption: Proactively guide customers to fully utilize the platform, ensuring they achieve their risk management goals.
- Partner on Renewals & Expansion: Work closely with Account Executives to identify upsell opportunities and secure renewals. You ensure the customer is successful; the AE leads the commercial negotiations.
- Technical Enablement: Assist customers with platform configuration, integrations (SSO, Jira, Slack), and workflow customization.
- Feedback Loop: Act as the bridge between US customers and our Product/Engineering teams, translating user feedback into clear product requirements.
- Strategic Reviews: Conduct regular business reviews (QBRs) with stakeholders to demonstrate value and align on future goals.
- Build the Playbook: As a founding hire, help define our implementation processes, health scoring methodology, and support workflows.
RequirementsWhat You Bring- Location: Based in the New York City area with the ability to work regularly from our office in Central Manhattan.
- Experience: 4+ years in a customer-facing post-sales role (TAM, CSM, or Implementation) at a B2B SaaS company.
- Technical Aptitude: Comfortable discussing APIs, integrations, and configuring software workflows. You can troubleshoot technical issues before escalating to engineering.
- Collaboration: Proven ability to partner effectively with Sales/Account Executives on account planning and retention.
- Communication: Strong written and verbal skills. You can explain complex concepts to both technical users and business stakeholders.
- Startup Mindset: You are self-motivated, organized, and comfortable working in a fast-paced environment where processes are still being defined.
- Domain Knowledge: Strong experience in GRC (Governance, Risk, and Compliance) or TPRM is required. You must understand the workflows associated with vendor risk, compliance frameworks, and due diligence - An advantage.
Why Join Lema AI- Impact: Build a category-defining platform that safeguards how modern businesses operate.
- Ownership: Join a culture that gives you full context, autonomy, and trust to drive outcomes.
- Velocity: Work with exceptional peers in a high-energy, low-bureaucracy environment.
- Growth: Shape a company that's scaling rapidly, backed by Tier 1 investors and visionary customers.
Compensation & Benefits:- Salary range: $170,000-$200,000 (based on experience)
- Employee Stock options grant
- Unlimited PTO
- 401k
- Health Benefits
