Artie Founding Customer Success Manager at Artie owning customer onboarding, adoption, renewals, and account growth. Acts as primary contact for technical and commercial customer success.
Responsibilities
We're hiring a Founding Customer Success Manager to own every customer after the contract is signed: onboarding, adoption, renewals, and growing the account.
Today our founders and engineers run post-sales themselves. Our customers love the product and the responsiveness, but at our size that model doesn't scale, and customers deserve one person who owns both their outcome and their commercial relationship. That person is you.
This role is half trusted advisor, half account owner. Our customers are data engineers and platform leads running Artie in production, where a stale table or a missing row matters. You'll be technical enough to diagnose most issues yourself, and commercial enough to carry a renewal and expansion number, negotiate contracts, and run expansion deals end to end. You'll work directly with our founders, sales, and engineering, and set the bar for every CSM and account manager who comes after you.
Own the customer from signature to renewal
Be the primary point of contact for your book of accounts, from kickoff through renewal and expansion
Run onboarding: kickoff calls, internal prep with Engineering, onboarding trackers, and a clear path to first production pipelines
Set up a regular review cadence with key accounts and use it to learn what Artie powers for them and what's next on their roadmap
Keep customers healthy and get ahead of risk
Build and maintain account health views (usage, pipeline status, open issues, stakeholder coverage) using our data and AI tools
Troubleshoot most customer issues yourself (replication lag, schema changes, connector config) and pull in Engineering when it's needed
When something does go wrong, own the customer side of the incident: a clear timeline, a plain explanation of root cause, and what will prevent it next time
Run every renewal starting three months out: usage review, pricing, terms, and the conversation itself
Qualification
4+ years in Customer SuccessYou keep an honest forecastYou can read a logCalm and direct in an escalationBuilder's instinctWilling to work in-personFamiliarity with change data capture
Required
4+ years in Customer Success, Account Management, or Technical Account Management at a B2B SaaS company, ideally in data infrastructure or developer tools
You've carried a renewal and expansion number for a book of business and can point to your GRR, NRR, or expansion results
You've negotiated renewals and expansions yourself: pricing, multi-year terms, procurement, and security reviews
You keep an honest forecast. Your CRM reflects reality, and nobody is surprised by a churn or a slipped renewal
Comfortable building relationships from the hands-on engineer up to the VP or CTO who signs the contract
Technical depth to earn a data engineer's trust: comfortable with SQL, at least one relational database (PostgreSQL, MySQL, SQL Server), and at least one cloud warehouse (Snowflake, BigQuery, Databricks, Redshift)
You can read a log, reproduce a problem, and write a bug report an engineer can act on without a follow-up call
Calm and direct in an escalation. You'd rather send a clear, honest update today than a perfect one next week
Builder's instinct: comfortable with ambiguity at an early-stage startup, where process is something you create, not something handed to you
Willing to work in-person, 5 days/week at our SF office (relocation covered)
Preferred
Familiarity with change data capture, Kafka, or replication tools like Fivetran, AWS DMS, Debezium, or Airbyte
Experience with usage-based or tiered pricing, and with selling through AWS Marketplace
You were an early or first CS or account management hire and built the function
You use AI tools (Claude and similar) to build dashboards, automate follow-ups, and get more done
