Customer Success Manager

You will own the end-to-end post-sale experience for a portfolio of customers, shipping a v1 onboarding playbook, defining adoption benchmarks, and driving product-led expansion. You will build production AI workflows that synthesize data from ChurnZero, Salesforce, Gong, and product telemetry to generate account health summaries and QBR drafts. You will run executive business reviews with senior stakeholders, partner with account directors on expansion and NRR targets, close the feedback loop to Product, design scalable CS infrastructure and tooling, and act as the primary lead for mission-critical customer needs including urgent issues outside standard hours.

Responsibilities

• Build and ship a v1 onboarding playbook within the first 30 days
• Build production AI workflows that synthesize data from ChurnZero, Salesforce, Gong, and product telemetry
• Generate automated account health summaries and QBR drafts
• Define and track adoption benchmarks and surface at-risk accounts
• Identify and scope high-impact PLG plays to drive consumption and expansion
• Run executive business reviews and QBRs with senior stakeholders
• Partner with account directors on expansion plays and co-own NRR targets
• Close the feedback loop between customers and Product and prioritize roadmap input
• Design the CS infrastructure and tooling stack that scales with the product
• Serve as primary lead for customer success and handle urgent needs outside standard hours

Requirements

• 5+ years in customer success or post-sale roles with proven ownership of NRR, GRR, and expansion metrics
• Domain credibility in cyber, national security, financial crime, or blockchain intelligence
• Zero-to-one builder experience creating CS functions, onboarding playbooks, or PLG motions
• Production AI fluency with repeatable AI workflows that synthesize multiple data sources
• High level of independence and ability to set agenda and ship v1 with limited direction
• Strong executive presence and ability to run QBRs with senior government or financial stakeholders