Gumloop Founding Customer Success Manager at Gumloop manages enterprise accounts to drive adoption and growth. This role builds the Success function and partners with engineers to deliver complex solutions.
Responsibilities
Gumloop is seeing massive enterprise adoption. Shopify, Instacart, DoorDash, and Ramp are rolling out company-wide, all through pure word of mouth. We're bringing on a Founding Customer Success Manager to own our largest enterprise relationships, drive adoption and consumption across the book, and help build the Success function from the ground up. This is an early seat at a company defining what AI automation looks like for the enterprise.
Own a portfolio of enterprise accounts end-to-end (onboarding, adoption, renewal, expansion) and be the person your customers call when they need to figure out how to make Gumloop work for their business
Develop and execute comprehensive Success plans that expand adoption and grow consumption across the book, including change management strategies that get buy-in across customer orgs
Lead customer engagements including QBRs and executive briefings that connect the dots between Gumloop usage and real business outcomes
Partner with Solutions Engineers to scope, design, and deliver complex customer solutions
Monitor usage patterns and identify optimization opportunities, proactively addressing underutilization to drive full value from contracted commitments
Build the Success motion from scratch: playbooks, health scoring, onboarding templates, engagement models
6+ years of experience in Customer Success, Account Management, or Solutions Engineering
Experience working directly with C-level executives and navigating large, complex enterprise organizations
You've taken accounts from day one onboarding all the way through renewal, and you know what each phase needs to go well
Strong technical curiosity. You don't need to write code, but you can learn the platform inside and out, build agents and workflows yourself, and guide customers through their own technical implementations
Comfort operating in a fast-moving, early-stage environment with limited process
Qualification
Required
6+ years of experience in Customer Success, Account Management, or Solutions Engineering
Experience working directly with C-level executives and navigating large, complex enterprise organizations
Experience managing accounts from onboarding through renewal
Strong technical curiosity and ability to learn platform and guide technical implementations
Preferred
First or early Success hire at a fast-growing startup
Experience with business process mapping, requirements analysis, and solution design
Ability to understand and articulate AI/ML concepts, API integrations, and software implementation patterns
