Customer Success Manager

About the Role

We're hiring a Customer Success Manager to help scale the post-sales organization at a rapidly growing enterprise hardware startup.

This is a hybrid operational and commercial role where you'll manage a high-volume portfolio of accounts while helping build the systems, workflows, and customer success infrastructure needed to support long-term growth at scale.

You'll work across retention, expansion, operational process design, customer feedback, and cross-functional coordination while helping define how the company manages and grows hundreds of customer relationships — not just a small set of enterprise accounts.

This role is ideal for customer success professionals who combine operational thinking, technical fluency, and commercial awareness with a strong customer-focused mindset.

About the Company

The company is a fast-growing enterprise B2B hardware startup serving customers across industries including:

• Retail
• Logistics
• Healthcare
• Education

The organization is scaling rapidly and investing heavily in operational systems, customer retention infrastructure, and post-sales process development as the customer base expands.

The Customer Success team is still relatively early-stage, creating meaningful opportunities for ownership and influence.

What You'll Do

Customer Success & Account Management

• Manage a large and diverse portfolio of customer accounts
• Proactively identify churn risks and expansion opportunities
• Build trusted relationships with customer stakeholders across multiple verticals
• Drive customer retention, renewals, and account growth

Process Building & Operational Scaling

• Build scalable customer success workflows and operational systems
• Develop:
  • Churn risk scoring systems
  • QBR frameworks
  • Customer playbooks
  • Operational account management processes
• Help create scalable systems for managing high-volume customer portfolios

Product & Customer Feedback

• Serve as the voice of the customer internally
• Translate recurring customer pain points into actionable product feedback
• Partner with Product and Engineering teams to improve customer outcomes
• Scope operational and technical feedback into clear improvement requests

Cross-Functional Collaboration

• Work closely with:
  • Support
  • Engineering
  • Marketing
  • Revenue teams
• Help improve the customer experience across the full customer lifecycle

Revenue & Commercial Ownership

• Drive renewals and expansion opportunities
• Contribute to retention and commercial performance targets
• Support account growth initiatives tied to customer success outcomes

Required Qualifications

Experience

• 5–10 years of experience in:
  • Customer Success
  • Account Management
  • Post-sales customer operations
  • Related customer-facing operational roles
• Experience at technical B2B companies
• Experience managing large account portfolios (50+ accounts simultaneously)
• Experience operating within high-growth startup environments
• Experience building scalable customer success processes and workflows

Technical & Operational Skills

• Familiarity with networking or IT infrastructure concepts
• Ability to communicate credibly with technical stakeholders and IT administrators
• Strong operational and systems-thinking mindset
• Experience translating customer feedback into actionable product insights
• Strong organizational and prioritization skills

Preferred Qualifications

• Experience transitioning from technical support into customer success
• Experience owning commercial targets tied to renewals or expansion
• Familiarity with:
  • Salesforce
  • Gainsight
  • HubSpot
  • Similar CRM / CS platforms
• Experience managing customer health metrics and operational account workflows

Compensation & Benefits

Compensation

• Base Salary: $97,000 – $164,000 USD
• OTE: $122,000 – $205,000 USD
• 80/20 base-to-variable compensation structure
• Variable compensation capped at 200% attainment
• Equity included

Work Environment

• Location: San Francisco, California
• Full-time role
• 3 hires planned
• Fast-paced startup environment with significant operational ownership

Visa Support

• No sponsorship available

Why This Role Stands Out

Operational Ownership

This is not a traditional high-touch enterprise CSM role. You'll help build scalable customer success infrastructure for a rapidly growing customer base.

Broad Impact

The role spans customer retention, expansion, operational systems, product feedback, and cross-functional execution.

Technical + Commercial Exposure

You'll operate at the intersection of customer operations, technical product understanding, and revenue growth.

Startup-Level Influence

As an early member of the Customer Success organization, you'll directly shape how the company scales its post-sales function.

Strong Growth Opportunity

This role provides significant exposure to operational scaling, customer strategy, and revenue ownership inside a high-growth enterprise technology company.