This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Success Manager (Founding) based in United States. This is a founding customer success role with the opportunity to shape the function from the ground up at a fast-growing technical SaaS company. You’ll build trusted relationships with strategic customers, from hands-on developers to senior product and business leaders. The role combines customer success, retention, expansion, and strategic account management across a growing customer base. You’ll help customers maximize the value of an API-focused platform by understanding their technical use cases and business goals. Working closely with Engineering and company leadership, you’ll turn customer feedback into actionable product insights and solutions. You’ll also create scalable playbooks, processes, and outreach strategies to support hundreds of customers efficiently. This is an ideal environment for a proactive, technically curious customer success professional who enjoys building rather than simply following established processes. Accountabilities - Build and maintain strong, long-term relationships with developers, product leaders, technical stakeholders, and executive decision-makers across key customer accounts. - Understand customer objectives, technical architectures, and use cases to help teams maximize adoption and value from the platform. - Identify new use cases, teams, integrations, and expansion opportunities that can increase customer value and account growth. - Own customer renewals and expansion conversations from planning and discovery through negotiation and close. - Monitor customer adoption, engagement, health indicators, and account risks, proactively addressing potential retention issues. - Partner closely with Engineering to resolve technical blockers and ensure important customer feedback is communicated effectively into product planning.
- Work directly with company founders and leadership on strategic accounts, customer priorities, and the development of the customer success function. - Develop scalable customer success playbooks, engagement models, outreach strategies, and processes capable of supporting a customer base of 700+ organizations. - Establish and track customer health, retention, expansion, and growth metrics to inform priorities and continuously improve the function. - Help define the structure, workflows, and best practices that will form the foundation of the broader customer success organization. Requirements - Demonstrated experience managing and growing customer relationships within developer tools, infrastructure, technical SaaS, or a similarly technical B2B software environment. - Proven experience owning customer renewals and expansion conversations, with measurable outcomes or results you can demonstrate. - Strong technical fluency and the ability to confidently discuss APIs, integrations, developer workflows, and technical use cases with engineering and developer audiences. - Ability to build credibility and trust with both hands-on technical users and senior or executive-level buyers. - Strong commercial judgment and the ability to connect customer objectives, product adoption, retention, and expansion opportunities. - Highly organized and proactive, with the ability to prioritize effectively in a fast-moving environment. - Strong communication, relationship-building, problem-solving, and consultative skills. - Comfortable working cross-functionally with Engineering, Product, founders, and other teams to resolve customer challenges and influence product priorities. - A builder mindset, with enthusiasm for creating customer success processes, playbooks, and operating models from the ground up. - Ability to work independently, take ownership, and make thoughtful decisions about where to invest time and resources.
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