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
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.