Customer success
Customer Success Manager
This is a high-touch, technically literate customer success role. You will work with marketing directors and SEO leads to help them understand what the data means, build workflows around the product, and identify where the product is falling short of their needs.
Role summary
Help marketing teams extract maximum value from their AI visibility intelligence, reduce churn, and build the feedback loop that improves the product.
Why this role exists
Early customer relationships are where the product's long-term direction gets shaped. We need someone who can be a trusted partner to early users while feeding high-quality product feedback back into the team.
First 90 days
Shadow every existing customer relationship to understand the most common success patterns and failure modes.
Why this role exists
Early customer relationships are where the product's long-term direction gets shaped. We need someone who can be a trusted partner to early users while feeding high-quality product feedback back into the team.
What you will work on
- Own onboarding, activation, and retention for a portfolio of marketing and SEO team customers.
- Help customers understand AI visibility data in ways that connect to their actual business problems.
- Document and escalate product gaps, user confusion patterns, and feature requests.
- Build and iterate on the playbooks, templates, and resources customers use to run Chatobserver.
What a strong fit looks like
- Experience in a customer success or account management role at a technical B2B SaaS product.
- Strong analytical instincts — you can read product data alongside customers and explain what it means.
- A track record of reducing churn through genuine product expertise, not just relationship management.
- Clear, direct communication and the ability to set honest expectations.
What will excite you here
- Being the person customers trust most as they navigate a genuinely new category.
- Feeding high-quality feedback into a product that is still early enough to change.
- Building customer success infrastructure from scratch rather than inheriting a playbook.
First 90 days
- 01Shadow every existing customer relationship to understand the most common success patterns and failure modes.
- 02Build a structured onboarding checklist that improves time to first value.
- 03Identify the top three product gaps driving the most customer friction.
Hiring process
The process is intentionally short, direct, and anchored in the real work.
- 1
Apply
Send us your background, relevant work, and why this role makes sense for you.
- 2
Foundational conversation
A focused conversation about your work, your judgment, and the role itself.
- 3
Role-specific deep dive
A discussion or exercise that looks like the actual work more than a generic interview loop.
- 4
Founder conversation
A final conversation on standards, ambition, and what success would look like here.
- 5
Decision
We close the loop clearly and move quickly once there is conviction.
Need context before you apply? [email protected]
Customer Success Manager
We are not taking applications for this role yet. We will update this page when it opens.
Questions in the meantime? Email [email protected].