Customer Success Manager
About the company
Role Details Company: US-based B2B SaaS company
Industry: AI / Fintech / Conversational AI
An AI technology company developing voice and chat automation solutions for credit unions and community banks. Its platform integrates directly with banking systems, enabling customers to complete transactions, access services, and receive personalized product recommendations through conversational AI.
The company has raised $30M in Series A funding and is cash-flow positive, with a strong focus on transforming customer service in financial services.
Your tasks
About the Role The company is hiring Customer Success Managers to manage strategic enterprise accounts, drive product adoption, improve retention, and identify expansion opportunities.
Each CSM will manage approximately 20 accounts representing around $5M in annual recurring revenue. The role combines strategic account management, technical product expertise, executive relationship management, and commercial ownership.
- Own strategic customer relationships, serving as the primary contact for VP- and C-level stakeholders.
- Drive account health, product adoption, customer retention, and renewals.
- Lead quarterly and executive business reviews, presenting data-driven insights and recommendations.
- Identify expansion opportunities and collaborate with Sales to grow existing accounts.
- Translate product performance metrics into clear business value for customers.
- Develop a strong understanding of AI products and explain technical capabilities to customers.
- Identify customer challenges and share feedback with Product and Engineering teams.
- Maintain accurate CRM records, account health tracking, risk assessments, and renewal forecasts.
Requirements
Experience: 5–10 years
Visa Sponsorship: Open to eligible visa transfers, including OPT and H-1B transfers
- 5–10 years of Customer Success experience in B2B SaaS.
- Experience managing enterprise or larger mid-market accounts and building relationships with senior executives.
- At least one year at a VC-backed, high-growth startup, ideally Series A–D.
- Experience building or improving processes in an evolving environment.
- Strong understanding of technical products and their business value.
- Experience using AI productivity tools such as ChatGPT or Claude.
- Bachelor's degree.
- Ability to work on-site in San Francisco five days per week.
- Willingness to travel to customer sites approximately 1–2 days per month.
What we offer
Base Salary: $148,000–$192,000
On-Target Earnings (OTE): $185,000–$240,000
Equity: Competitive equity
- Manage high-value strategic accounts with approximately $5M in combined ARR.
- Work directly with senior leadership and influence the development of the Customer Success function.
- Help shape processes and playbooks in a growing AI company rather than inherit a rigid structure.
- Build deep relationships with executives at financial institutions.
- Work with AI technology that supports real banking transactions and customer service.
- Earn $185,000–$240,000 in OTE, with competitive equity.
How to apply
Interview Process
- Candidate Submission
- Hiring Manager Interview
- Leadership Interview
- Case Study Presentation
Other
We’re supporting a client with the recruitment requirement outlined below. If your recruiting expertise and networks align with the role, please apply to express your interest.
Location: San Francisco, California
Employment Type: Full-time
Work Arrangement: On-site, 5 days per week
Hiring Count: 2–4 candidates