Customer Success Manager

Role Overview:

• Own the trust layer for managed and self-serve Premium accounts: relationships, escalations, hard conversations, and spotting growth.
• Drive expansion pipeline by tracking account health, identifying renewal risk, and generating qualified opportunities for the sales team.
• Help build an AI-native Customer Success function: supervise AI agents taking over operational tasks like onboarding tracking, QA, and status reports.

Key Responsibilities:

• Manage communication with accounts across Slack, email, Intercom, and video, including proactive updates, scoping conversations, and business reviews.
• Handle escalations when issues arise—delayed onboarding, data quality problems, or unhappy stakeholders—by owning the communication and driving resolution.
• Surface product feedback, churn signals, and expansion patterns to the product team while keeping account context current in Attio.

Why This Role Is Unique:

• It's designed to evolve from manual operational work to judgment-driven relationship management as AI agents automate more tasks.
• You report directly to the CEO and have real ownership over high-value accounts in a land-and-expand model.
• You shape the AI agent development and benefit from reduced operational burden over time.