Customer Success Manager

Mintlify

15d•$140,000 - $170,000•Onsite

About The Position

Mintlify is hiring a Customer Success Manager to own the health, retention, and growth of a book of Enterprise customers, from fast-growing AI startups to global enterprises using Mintlify for technical documentation, help centers, and internal knowledge bases. The role takes ownership of accounts from go-live, following a handover from Solutions Engineering, and is responsible for enabling customers, maintaining account health and strategy, identifying risks, supporting renewals, and creating expansion opportunities. The role works closely with Account Managers, Solutions Engineers, Support Engineering, and Customer Success leadership. Success is measured by expansion and gross revenue retention across the assigned book. The position is based in San Francisco and is in-office five days a week, with occasional travel for customer visits.

Requirements

At least 4 years of experience in customer success, account management, or technical account management at a B2B SaaS company, owning a book of mid-market or enterprise accounts.
Demonstrated ownership of a retention metric such as GRR, NRR, or renewal rate, and a record of growing expansion with identifiable results.
Strong commercial instincts, including understanding deal structures and discount levers, forecasting portfolio renewal risk, and pitching expansions to economic buyers in business terms.
Executive presence, including the ability to build executive sponsors into internal advocates and lead business reviews focused on customer value.
Technical fluency with Git workflows, Markdown or MDX, web basics including HTML, CSS, and JavaScript, and APIs, sufficient to troubleshoot documentation updates after a merged PR.
Ability to interpret product usage data, reconcile inconsistent figures, and turn signals into action.
Examples of using AI to build parts of a personal customer success workflow.
Strong ownership and candor, including escalating early, constructively challenging internal teams, and taking responsibility for outcomes.

Nice To Haves

Experience at a developer-tools, documentation, or AI company.
Hands-on Salesforce experience with reports, dashboards, and maintaining clean account data.
SQL or Python skills for personal analysis.
Experience building health scores, playbooks, or automations from scratch.
Experience creating customer advocacy assets such as case studies and reference calls.

Responsibilities

Own assigned customer accounts from go-live, confirm stakeholders and success criteria, and establish an initial health score and account strategy.
Deliver product training and enablement within 30 days of go-live.
Maintain current health scores, account strategies, competitive assessments, and success criteria in Salesforce, updating them when material information changes.
Engage with every account at least quarterly and conduct an executive business review with each account at least annually; build relationships with both economic buyers and day-to-day champions.
Escalate at-risk accounts in the same week a risk signal appears, and build and execute save plans with Customer Success leadership and the Account Manager.
Identify expansion signals, source qualified opportunities, and work them with the Account Manager.
Prepare renewals at least 90 days in advance by establishing a customer value case, and lead straightforward renewals when asked by the Account Manager.
Troubleshoot customer questions involving Git, configuration, and content; involve Support or Solutions Engineering for deeper technical issues.
Create reusable playbooks, templates, and AI-assisted workflows, and share customer feedback with Product.