Customer Success Manager (Proactive Posting)

Required

• High agency: You don’t wait to be told what needs doing. You spot problems, form a view, and act. You have examples of things you went after in a previous role that nobody asked you to do.
• Commercial confidence: You’re comfortable having pricing and renewal conversations directly. You know how to make the case for value, push on upsell opportunities, and hold a number without hiding behind ‘I’ll loop in sales.’
• Adaptability: You read the room quickly and flex your approach. A technical founder and a VP of operations need completely different conversations, and you know how to have both.
• Technical curiosity: You’ve worked with a technical product – APIs, developer tools, data platforms, or similar – and you actually enjoyed getting into how it works. You have a method for learning things you don’t understand yet.
• CS experience: 3–6 years owning accounts end-to-end. You’ve managed 20–50 accounts at a time and know how to stay on top of them without things slipping.
• Early-stage background: You’ve worked at a Seed through Series C company. Things were ambiguous, processes were still being built, and that energized you rather than frustrated you.
• Bring a point of view on how AI tools can make CS work faster and smarter — we have budget and appetite to build this into how the team operates.
• You don’t need to tick every box to fit in here. If the problems we’re solving genuinely interest you and you know you can contribute, we’d love to talk.
• What this role isn’t
• You want a fully defined playbook from day one – we’re still building ours and you’ll have a hand in writing it
• You prefer reactive CS – most of the value in this role comes from going out and making things happen, not responding to inbound
• You’re not comfortable owning commercial conversations – renewals, upsells, and pricing discussions are part of the job, not something to escalate away