The AI Foundation

Customer Success Manager/Lead

San Francisco or Boulder · Mid

Work authorization requiredDetected 162 days ago

Project ManagementCRMAccount ManagementProcess ImprovementOnboardingCustomer SuccessShopifyCommunicationCollaboration

About the role

This role sits at the intersection of customer success, account management, and onboarding execution.
This role is built for someone who wants real ownership and real impact.
As an early member of a growing team, you'll help define how we work with customers-not just execute an existing playbook.

Build trusted relationships with customer stakeholders
Drive product adoption and value realization by aligning customer goals to platform capabilities.
Lead or oversee new customer onboarding in partnership with Onboarding and Operations teams.
Run kickoff calls, manage timelines and milestones, coordinate training, and ensure smooth go-lives.
Partner with Support to maintain strong SLA adherence and customer satisfaction.
Create clear escalation packets for Product and Engineering, including context, impact, and reproduction steps.

5-7 years of experience in Customer Success, Account Management, Implementation/Onboarding Management, or a related SaaS customer-facing role at high-growth, venture-backed technology companies
Proven experience owning customer relationships and managing multiple accounts simultaneously.
Strong written and verbal communication skills-you can translate technical or product concepts into clear, customer-friendly language.
Experience working cross-functionally with Product, Engineering, and Operations teams.
Familiarity with common SaaS tools (CRM, ticketing systems, project tracking tools, analytics dashboards).
You'll operate with a high degree of autonomy, managing multiple accounts and priorities while proactively identifying risks, opportunities, and process improvements.

Experience in vertical SaaS, proptech, or real estate/homebuilding.
A customer advocate who balances empathy with clear expectations and accountability.
Comfortable owning outcomes end-to-end, not just tasks.

You'll serve as a trusted partner to customers post-sale-driving adoption, managing ongoing needs, and ensuring customers realize long-term value from the platform.
Own a portfolio of mid-market to enterprise customers as the primary point of contact post-onboarding.
Identify onboarding risks early and communicate clearly with both customers and internal teams.

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