Customer Success Manager

OneSchema•San Francisco, CA

2d•Onsite

About The Position

We’re looking for a Founding Customer Success Manager to be the first hire on our Customer Success team. This is a highly cross-functional role where you’ll own customer accounts end-to-end, drive renewals and upsells, and help scale our success operations. You’ll work closely with engineering, product, and sales while becoming an expert in our product and a trusted partner to our customers. This is a great opportunity for someone who thrives in ambiguity, takes ownership, and wants to build the foundation of Customer Success at a fast-growing startup. This role will come with meaningful equity compensation along with $130k base. You’ll report directly to the Head of Customer Success and collaborate closely with our CEO, product, engineering, and solutions engineering teams. Because we are a highly collaborative, close-knit team, this role is in-person 5 days a week in downtown San Francisco.

Requirements

4+ years of experience in Customer Success, Account Management, or a related role in SaaS.
Strong sense of ownership- you don’t wait to be told what to do.
Comfortable with ambiguity and excited to build new processes from scratch.
Strong project management skills and ability to manage multiple customer relationships.
Basic technical aptitude and curiosity to learn data products.
Clear, confident communicator with strong customer relationship skills.
Comfortable with negotiation, sales, and discovery conversations.
Excited to work cross-functionally and grow into other roles long-term.

Responsibilities

Own a portfolio of customer accounts and drive renewals and expansions.
Cross-sell our new product to existing customers and run demos to showcase value.
Lead discovery and negotiation conversations with customers.
Partner with Deployed Engineers to onboard customers and ensure successful adoption.
Act as the voice of the customer internally, influencing product direction and priorities.
Build and automate scalable Customer Success processes across renewals, volume upgrades, overage billings, and contract standardization.
Proactively identify areas of improvement in the customer journey and execute on them.