Ascend21

Lead Customer Success Manager

San Francisco, California

Sponsorship not specified$120k-$145kDetected 42 days ago

Account ManagementAccountingCustomer SuccessCommunicationMentoring

About the role

Objective #1: In your first 30 days, you will:
Dive deep into Ascend's product, customer segments, and current Customer Success processes and tools
Objective #2: In your first 60 days, you will:

Lead core customer operations including business reviews, feature rollouts, and coordination of complex issues with Product Support
You'll balance hands-on account management with long-term strategic thinking by building repeatable motions, surfacing customer insights, and partnering cross-functionally to influence product direction and drive durable growth.
Build foundational relationships with internal partners across Sales, Product, and Product Support
Fully own the post implementation customer lifecycle including renewals and expansion motions in partnership with Sales and Product
Help define and refine scalable Customer Success best practices that enable Ascend to deliver a world class enterprise customer experience

Act as the voice of the customer internally by surfacing trends, risks, and opportunities to inform product and process decisions
Mentor and provide guidance to junior Customer Success team members, helping to elevate the overall team's effectiveness and consistency
4+ years of experience in related roles
Prior experience managing high value enterprise customer relationships in B2B SaaS or Fintech environments
Experience managing or mentoring teammates, with an ability to influence without direct authority across cross-functional teams
Comfortable operating in the ambiguity and pace of a high growth startup
Strong written and verbal communication skills with the ability to navigate executive level conversations and complex subject matter
A consultative, relationship first approach to customer success with a proven track record of renewals and expansion

How We Do It
AI is driving the cost of software toward zero.
The companies that win won't just sell tools - they'll capture value at the point of the transaction itself.
Ascend is built for exactly that moment.
Why We Do It
The insurance industry intermediates trillions of dollars - and almost none of that infrastructure was built for the modern era.
Legacy systems aren't just inefficient; they're a ceiling on what the industry can become.

All roles at Ascend are 5 days a week onsite at our beautiful office in SoMa!
$120,000-145,000
401k with employer matching options
A fast growing team with an emphasis on promoting from within 80% of all hires in the last 12 months have already been promoted!

100% health premiums covered for you and your dependents
A fast growing team with an emphasis on promoting from within 80% of all hires in the last 12 months have already been promoted!

We are looking for a relationship driven, strategically minded Customer Success Manager to lead and scale our post-implementation Customer Success function.
Own a portfolio of mid-market and enterprise customers, running regular touch-points with executive stakeholders and day to day users
This role will own the end to end lifecycle of Ascend's highest value customers, serving as a trusted advisor to C-suite and senior stakeholders while driving strong adoption, retention, and expansion.

This listing is sourced directly from Ascend21's careers page and normalized into a canonical job model.