Customer Success Manager

Alex AI•San Francisco, CA

4d•$115,000 - $165,000•Onsite

About The Position

About the Role You're joining us at an inflection point in our growth. This role will be foundational in building the playbooks, processes, and relationships that define how Alex partners with customers for long-term success. As Customer Success Manager, you'll: Own customer onboarding for a portfolio of Enterprise and Mid-Market customers, driving a clean handoff from sales and fast initial adoption. Serve as a trusted advisor to customers, rolling up your sleeves to embed Alex into their hiring workflows and unblock issues as they come up. Dig into the technical side of how customers configure Alex (ATS integrations, interview kits, API workflows) and translate that fluency into smarter recommendations and faster solutions. Partner closely with Engineering and Sales to surface customer feedback, ship fixes, and influence product roadmap priorities. Monitor account health, identify risks early, and drive proactive retention and expansion efforts. Work directly with founders and leadership, with real exposure to all aspects of a fast-scaling AI startup. This role is based in office in San Francisco.

Requirements

Minimum 5 years of experience in Customer Success, Account Management, or related client-facing roles at a SaaS company.
Proven success managing enterprise or mid-market accounts, driving renewals and expansion.
Demonstrated ability to collaborate cross-functionally with Engineering, Sales, and Marketing.
Excellent communication and relationship-building skills.
Data-driven mindset: ability to analyze customer usage metrics and translate insights into actionable outcomes.
Strong technical aptitude: you reach for technical solutions first, can navigate integrations, APIs, and light troubleshooting, and translate customer needs into clear, actionable specs for engineering.
Bias for action: you'd rather ship something useful today than perfect something next quarter.
Experience at an early-stage or high-growth startup.

Nice To Haves

Customer-obsessed: you care deeply about helping customers achieve measurable success.
Resourceful: you find a way. When something's broken or unclear, you dig in and figure it out instead of waiting for direction.
Communicative: you can distill complex ideas simply and clearly.
Independent: comfortable working autonomously and building from the ground up.
Analytical: you make decisions based on data and outcomes.
Collaborative: you thrive working cross-functionally in fast-moving environments.

Responsibilities

Own customer onboarding for a portfolio of Enterprise and Mid-Market customers, driving a clean handoff from sales and fast initial adoption.
Serve as a trusted advisor to customers, rolling up your sleeves to embed Alex into their hiring workflows and unblock issues as they come up.
Dig into the technical side of how customers configure Alex (ATS integrations, interview kits, API workflows) and translate that fluency into smarter recommendations and faster solutions.
Partner closely with Engineering and Sales to surface customer feedback, ship fixes, and influence product roadmap priorities.
Monitor account health, identify risks early, and drive proactive retention and expansion efforts.
Work directly with founders and leadership, with real exposure to all aspects of a fast-scaling AI startup.